Salesforce Architect - Contact Center - Onsite
Princeton, NJ, US • Posted 10 hours ago • Updated 46 minutes ago

Acunor Infotech
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Job Details
Skills
- Salesforce
- service cloud
- contact center
- amazon connect
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
- Dice Id: 91026517
- Position Id: 2026-1647
- Posted 10 hours ago
Company Info
Acunor stands for Accurate North. Similar to North Star, we strive to provide accurate guidance and help our clients in every step of their journey towards a sustainable digital organization. Here at Acunor, we’ve been on a journey to upskill IT practitioners and we are ready to help IT organisations and individuals accelerate their upskilling journey and create the workforce of tomorrow, today.
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