Partner & Agentforce Contact Center, Solution Consulting Director

Salesforce•Washington, DC

3d•$171,200 - $273,000

About The Position

The Solution Director is a senior-level voice and contact center expert within Salesforce Customer Success Group (CSG) Professional Services, in the Emerging Specialized Delivery team. The role serves as a strategic advisor and Salesforce product and platform expert to large, complex enterprise customers undertaking transformational initiatives with Agentforce Contact Center (AFCC), Partner Contact Center, Voice AI, and Contact Center as a Service (CCaaS) technologies. The position provides architectural leadership for complex cloud telephony projects, including scalable voice workflows, CTI integrations, real-time media and data flows, and integrations between enterprise CCaaS platforms and Salesforce. It also contributes to practice growth by sharing expertise, developing technical assets and reference architectures, and leading internal strategic initiatives. Travel may be required and varies according to client requirements.

Requirements

At least 10 years of enterprise architecture or consulting experience, including at least 5 years of dedicated hands-on experience in Contact Center, CCaaS, or Voice technologies.
Deep technical expertise in Partner Contact Center and at least one leading telephony platform, such as Amazon Connect, Genesys Cloud, or Five9.
Foundational knowledge of PBX, ACD, IVR, SIP, WebRTC, CTI protocols, softphones, and real-time media streaming.
Ability to design complex contact routing strategies, queue management, and omnichannel agent experiences using Salesforce Omni-Channel and voice vendor routing engines.
Strong application design skills and deep knowledge of enterprise integration patterns, including REST/SOAP APIs and event-driven architectures, for connecting voice systems with CRM data.
Detail-oriented, with the ability to learn and apply new concepts, particularly in Voice AI and Natural Language Understanding.
Strong written and verbal communication skills, including the ability to teach complex telephony concepts to non-technical stakeholders.
Passion for customer success; continuous learning, active listening, and a hands-on approach.
Strategic leadership and relationship-building skills.
Ability to communicate clearly, present and facilitate effectively, defend a point of view, and engage C-level audiences.
Ability to collaborate with teams, move quickly, drive business value, adapt to uncertainty and change, and contribute to community knowledge and resources.
Integrity, transparency, and reliability.

Nice To Haves

Bachelor’s degree or foreign equivalent in Computer Science, Engineering, or a related quantitative discipline; equivalent demonstrable work experience may be considered in lieu of a degree.
Salesforce certifications such as Service Cloud Consultant, System Architect, or Application Architect.
Vendor certifications such as AWS Certified Solutions Architect or Genesys Cloud Certified Professional.
Experience implementing Amazon Connect and contact center technology across multiple industries.
Experience integrating conversational AI and voice bots, such as Amazon Lex or Google Dialogflow, into routing workflows.
Understanding of contact center compliance, security standards, and data residency considerations for voice recording and transcription.
Experience leading a technical team or workstream and mentoring and developing talent.
Ability to build and maintain relationships with C-level executives, senior technology leaders, and key decision-makers.
Knowledge of Agentforce Contact Center or other contact center platforms.

Responsibilities

Advise customers and provide architectural leadership for scalable voice workflows, CTI integrations, and real-time media and data flows across Agentforce Contact Center and Partner Contact Center.
Guide customers and colleagues in evaluating and deploying Agentforce, Einstein Conversation Insights, Conversational IVR, speech analytics, and other voice technologies to support omnichannel experiences.
Design and oversee integrations between enterprise CCaaS platforms and Salesforce, addressing SIP trunking, WebRTC, carrier connectivity, and network latency optimization.
Identify and proactively manage risks on high-profile engagements, and drive complex telephony routing and integration issues through to resolution.
Manage customer expectations and negotiate solutions to complex telephony and integration problems with customers and third-party voice vendors or partners.
Review and correct project or program direction, approach, and artifacts such as dial plan designs, routing logic, and data models to keep programs on track and solutions scalable.
Lead internal strategic initiatives to grow the consulting practice and contribute to its knowledge base, technical assets, and voice deployment reference architectures.
Teach and explain complex telephony concepts to non-technical stakeholders.
Travel as required by client needs.