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Salesforce Service Cloud Solution Architect

Offer summary

Qualifications:

5+ years in a Solution Architect or similar client-facing technical role., Deep knowledge of Salesforce Service Cloud platform capabilities and integrations., Strong understanding of leading CCaaS platforms like AWS Connect and Google CCAI., Excellent analytical and communication skills to present solutions effectively..

Key responsibilities:

  • Architect and deliver Salesforce solutions integrating with major CCaaS platforms.
  • Craft multi-platform solution demonstrations showcasing Salesforce's value.
  • Lead the definition of integration strategies between Salesforce and CCaaS technologies.
  • Participate in pre-sales activities and build tailored solutions for clients.

TTEC Digital logo
TTEC Digital Large https://www.ttecdigital.com
1001 - 5000 Employees
See all jobs

Job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC Digital seeks a Service Cloud Specialist Solution Architect to join our Salesforce Practice. This is a 100% remote opportunity! 

As a Service Cloud Solution Architect specializing in CX/CCaaS Integration, you will be a pivotal leader connecting Salesforce's power with advanced contact center technologies.

What You'll Do:
  • Strategic Solution Design: Partner with internal leaders to architect and deliver Salesforce solutions that seamlessly integrate with major CCaaS platforms like AWS Connect, Google CCAI, Genesys, NICE CXone, and Five9. 
  • Client-Facing Demonstrations & Vision: Craft compelling, multi-platform solution demonstrations showcasing Salesforce as the central experience layer, translating complex technical concepts into clear business value. 
  • Agent Experience Innovation: Drive the development of an "Agentforce" use case library and define requirements for Proof-of-Concept (POC) development, focusing on empowering agents. 
  • Integration Strategy & Roadmapping: Lead the definition of robust integration strategies and approaches between Salesforce and CCaaS/hyperscaler technologies, including data flow, workflow automation, and unified reporting. 
  • Offerings & Enablement: Expand solution offerings, toolkits, and materials, collaborating with internal solution teams and client-facing leaders to enhance TTEC Digital's go-to-market capabilities. 
  • Pre-Sales & Business Development: Actively participate in pre-sales activities, providing expert client education, defining capability strategies, and contributing to compelling Salesforce opportunity propositions. 
  • Custom Solution Delivery: Build and present tailored solutions, including roadmaps, solution options, and business strategy alignment, leveraging customer success stories. 
  • Vision to Booking: Develop client-led visions, facilitate workshops, and support organizational activities to drive successful bookings and project initiation. 
  • Delivery Handoff & Scoping: Liaise with the delivery team, contributing to detailed scoping, objective setting, client management, and practice management from the pre-sales phase. 

    • What You'll Bring:
  • Experience: 5+ years in a Solution Architect, Solution Engineering, or similar client-facing technical role, working with enterprise customers. 
  • Salesforce Service Cloud Expertise: Deep knowledge and hands-on experience with Salesforce Service Cloud platform capabilities, configurations, and integrations. 
  • Service Cloud Voice Proficiency: Proven experience or expertise with Salesforce Service Cloud Voice capabilities and/or successful delivery of SCV implementations. 
  • CCaaS Integration Acumen: Strong understanding of leading CCaaS platforms (AWS Connect, Google CCAI, Genesys, NICE CXone, Five9) and practical experience integrating them with Salesforce. Specific expertise with AWS and Google as hyperscaler partners is highly preferred. 
  • Salesforce Platform Acumen: General depth across core Salesforce product offerings beyond Service Cloud (e.g., Sales Cloud, Experience Cloud). 
  • Customer 360 Understanding: Clear grasp of fundamental Customer 360 strategy, encompassing data unification, experience design, and functional alignment. 
  • Analytical & Communication Skills: Excellent ability to break down complex problems, articulate solutions clearly, and present effectively to both technical and non-technical audiences. 
    • Preferred Qualifications: 
  • Multiple Salesforce Certifications (e.g., Administrator, Advanced Admin, Platform App Builder, Salesforce Architect, Service Cloud Consultant). 
  • Previous experience within a product organization or a CRM/CRM-adjacent technology company. 
  • Experience with other Salesforce Clouds (e.g., Field Service, Marketing Cloud, Slack). 
    • Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming.

    This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  

    Benefits available to eligible employees include the following: 
    - Medical, dental, vision
    - tax-advantaged health care accounts
    - financial and income protection benefits
    - paid time off (PTO) and wellness time off.

    This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.


    About Us
    TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

    We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

    TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

    Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
     
    #LI-Remote

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    AWS Cloud ServicesSalesforceBusiness CommunicationPlatform Design And DevelopmentGoogle VoiceSalesforceSlack (Software)Microsoft Dynamics 365 Field Service

    Other Skills

    • Collaboration
    • Presentations
    • Problem Solving
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