Partner & Agentforce Contact Center, Solution Consulting Director

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To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce 's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce . About the Role The Solution Director, specializing in our Voice-centric product solutions, is a recognized expert and demonstrated thought leader in the technical and functional application of Voice and Contact Center solutions for enterprise customer engagements. This role significantly influences the successful architecture and delivery of complex cloud telephony projects, while driving expertise, knowledge sharing, and community growth within the CSG Professional Services team. This senior-level position sits within CSG Professional Services, in the Emerging Specialized Delivery team. You will serve as a strategic advisor and Salesforce product and platform expert to the company's largest, most complex enterprise customers, guiding them through transformational initiatives utilizing Agentforce Contact Center (AFCC), Partner Contact Center (formerly SCV), Voice AI, and core Contact Center as a Service (CCaaS) ecosystems. Key Responsibilities Serve as a trusted advisor to the client , providing architectural leadership on designing scalable voice workflows, CTI integrations, and real-time media/data flows across the Agentforce Contact Center (AFCC) and Partner Contact Center product suites. Guide customers and colleagues in rationalizing and deploying advanced voice technologies—including Agentforce, Einstein Conversation Insights, Conversational IVR, and speech analytics—to drive omnichannel experiences. Architect Complex Telephony Solutions: Design and oversee the integration of enterprise CCaaS platforms (e.g., Amazon Connect, Genesys Cloud, Five9) with the Salesforce platform, handling nuances like SIP trunking, WebRTC, carrier connectivity, and network latency optimization. Identify and proactively manage risk areas on high-profile engagements within the Emerging Specialized Delivery practice, and commit to seeing complex telephony routing and integration issues through to complete resolution. Manage customer expectations; negotiate solutions to complex telephony and integration problems with both the customer and third-party voice vendors/partners. Review and correct project/program direction , approach, and key artifacts (e.g., dial plan designs, routing logic, data models) to keep programs on track and solutions scalable. Identify and lead internal strategic initiatives to grow the consulting practice; serving as an active contributor to the community's overall knowledge base, technical assets, and reference architectures for voice deployments. Required Qualifications Skills 10+ years of enterprise architecture or consulting experience, with 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 (e.g., Amazon Connect, Genesys Cloud, Five9). Agentforce Contact Center knowledge (AFCC) or other contact center platforms an asset. Extensive foundational knowledge of voice and telephony concepts, including PBX, ACD, IVR, SIP, WebRTC, CTI protocols, softphones, and real-time media streaming. Proven ability to design complex contact routing strategies, queue management, and omni-c

为了获得最佳的候选人体验，请在12个月内最多申请3个职位，以确保您没有重复投递。职位类别 客户成功 职位详情 关于Salesforce Salesforce是排名第一的AI CRM，人与智能体携手推动客户成功。在这里，雄心与行动相遇。科技与信任相遇。创新不是流行语——而是一种生活方式。我们所熟知的工作世界正在发生变化，我们正在寻找Trailblazers，他们热衷于通过AI改善商业和世界，推动创新，并将Salesforce的核心价值观置于一切的核心。准备好在引领智能体时代劳动力转型的公司提升您的职业生涯了吗？您来对地方了！Agentforce是AI的未来，而您是Salesforce的未来。关于该职位 解决方案总监，专注于我们以语音为中心的产品解决方案，是在企业客户参与中语音和联络中心解决方案的技术和功能应用方面公认的专家和展现思想领导力的人。该职位显著影响复杂云电话项目的成功架构和交付，同时在CSG Professional Services团队内推动专业知识、知识共享和社区发展。这一高级职位隶属于CSG Professional Services的Emerging Specialized Delivery团队。您将担任公司最大、最复杂的企业客户的战略顾问和Salesforce产品与平台专家，指导他们利用Agentforce Contact Center（AFCC）、Partner Contact Center（原SCV）、Voice AI和核心联络中心即服务（CCaaS）生态系统实施转型计划。主要职责 担任客户的值得信赖的顾问，在跨Agentforce Contact Center（AFCC）和Partner Contact Center产品套件设计可扩展的语音工作流、CTI集成和实时媒体/数据流方面提供架构领导力。指导客户和同事合理化和部署先进的语音技术——包括Agentforce、Einstein Conversation Insights、Conversational IVR和语音分析——以推动全渠道体验。架构复杂电话解决方案：设计并监督企业CCaaS平台（例如Amazon Connect、Genesys Cloud、Five9）与Salesforce平台的集成，处理SIP中继、WebRTC、运营商连接和网络延迟优化等细微问题。识别并主动管理Emerging Specialized Delivery实践内高知名度项目中的风险领域，并承诺将复杂的电话路由和集成问题彻查到底直至完全解决。管理客户期望；与客户和第三方语音供应商/合作伙伴就复杂的电话和集成问题进行解决方案谈判。审查和纠正项目/计划方向、方法和关键工件（例如拨号计划设计、路由逻辑、数据模型），以确保计划按轨道推进且解决方案可扩展。识别并领导内部战略举措以发展咨询实践；作为活跃贡献者，为社区的整体知识库、技术资产和语音部署参考架构做出贡献。所需资格 技能 10年以上企业架构或咨询经验，其中至少5年专注于联络中心、CCaaS或语音技术的实操经验。在Partner Contact Center以及至少一个领先电话平台（例如Amazon Connect、Genesys Cloud、Five9）方面具备深厚技术专长。具备Agentforce Contact Center知识（AFCC）或其他联络中心平台者优先。广泛的语音和电话概念基础知识，包括PBX、ACD、IVR、SIP、WebRTC、CTI协议、软电话和实时媒体流。已证明能够设计复杂的联络路由策略、队列管理和全渠道

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