Salesforce Architect - Contact Center - Onsite

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