Salesforce Solution Architect, Service Cloud Voice

Solution Architect – Service Cloud Voice

Neura Flash, part of Accenture, seeks a Solution Architect to join our growing Service Cloud Voice practice. The role involves working with customers to understand their business, design, develop, QA, and launch solutions, leveraging Salesforce and AI technologies.

• Facilitate business process reviews to identify customer requirements and processes
• Translate customer requirements into contact center design, leveraging best practices and minimizing the need for custom development
• Configure Salesforce Service Cloud Voice and Amazon Connect solutions
• Develop technical requirements and specifications for customers and the technical delivery team
• Drive best practice contact center design into each and every aspect of solution delivery
• Effectively manage aspects of projects and customer communications
• Deliver customer end user training and documentation
• Oversee and be accountable for the successful completion of all aspects of assigned projects
• Exercise independent judgment, and take the lead role on enterprise level projects with minimal direction from senior management
• Lead vision and strategy discussions with contact center and customer service leadership and management
• Architect and build best‑in‑class implementations of Service Cloud
• Configure Salesforce Solutions using point‑and‑click tools available on the platform (e.g., Process Builder and Visual Flows)
• Understand and leverage Salesforce Platform to implement scalable solutions
• Partner with our Artificial Intelligence team to create innovative Salesforce solutions for our customers
• Acquire new technical expertise and understanding of latest Salesforce features and major launches
• Understanding of contact center routing strategies in Salesforce and Amazon Connect

• 3‑5+ years project experience in a hands‑on position
• 3+ years of experience with Salesforce in a development or configuration capacity
• Understanding of customer service and contact center operations with experience solving complex use cases
• Solid understanding of Salesforce Platform and its architecture
• Experience building custom applications, Lightning Experience, Visual Flows, and Process Builders within Salesforce
• Understanding of Release Management, Application Lifecycle Management, Development Lifecycle, and Deployment Best Practices and Governance
• Client‑facing experience in the following areas:
  Pre‑Sales Activities, Project Management/Ownership, Discovery and Design, Delivering Solution Options to Customers, and Enterprise Application Architecture

• Any Salesforce Certifications are a plus, preferably Salesforce Service Cloud, Experience Cloud, or Sales Cloud
• Detail‑oriented and a strong team player with great communication skills
• Keep an open mind and must be flexible to change

• Contact Center architecture knowledge
• Working knowledge of VoIP communication protocols like SIP, WebRTC
• Experience building contact centers based on Amazon Connect Contact Center solution
• Experience with Workforce Management solutions
• Experience working with outbound dialers, campaign management

• Remote & In‑Person options – work from our HQ in Massachusetts, one of our regional hubs, or remotely
• Travel commitment up to 25% for certain roles
• Flexibility – understand that a perfect 9‑5 isn’t always possible; we value good work, not hours
• Collaboration – a culture of trust and open feedback with executive town halls and company meetings
• Celebrate – opportunities for team events, contests, and holiday traditions