Salesforce Architect Contact Center

Princeton, NJ - USA

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Role Title: Principal Salesforce Service Cloud & Contact Center Architect

Location: Princeton NJ (Onsite)

Role Summary

We need a senior customer-facing architect to lead Contact Center transformation leveraging Salesforce Service Cloud Service Cloud Voice (SCV) Agentforce and enterprise CTI/CCaaS integrations (Genesys/Five9/Amazon Connect).

This is a hands-on architecture workshop leadership role not an admin or developer role.

Mandatory Experience

Candidates must demonstrate:

Salesforce Product Expertise

8 years Salesforce architecture
Deep Service Cloud implementation experience
Omni-Channel Case lifecycle Console design
Knowledge Entitlements SLAs

Contact Center / Telephony Integration

Minimum 2 enterprise CTI or SCV implementations
Experience with:
Service Cloud Voice (BYOT or Amazon Connect) OR
Genesys / Five9 / NICE / Cisco integrations
Knowledge of:
Screen pop design
Presence synchronization
Call logging models
Telephony event-to-Salesforce mapping

AI / Agentforce Exposure

Experience with Agent Assist / Einstein for Service / AI summarization
Understanding of AI usage during live agent interactions

Architecture & Leadership

Led business IT stakeholder workshops
Created solution blueprints and target state architecture
Strong communication with Director/VP level stakeholders

Deliverables in First 2 Weeks

Contact Center Architecture Diagram
Call Flow Mapping
Integration Pattern Blueprint
Risks & Constraints log
Workshop Outcomes Document

Nice to Have

Experience in retail or high-volume service environments

Role Title: Principal Salesforce Service Cloud & Contact Center Architect Location: Princeton NJ (Onsite) Role Summary We need a senior customer-facing architect to lead Contact Center transformation leveraging Salesforce Service Cloud Service Cloud Voice (SCV) Agentforce and enterprise CTI/CCa...