Salesforce Architect Service Cloud Voice (BYOT with Natterbox) & Sales Cadences 2.0

Salesforce Architect Service Cloud Voice (BYOT with Natterbox) & Sales Cadences 2.0

Salt Lake City, UT

Remote 3 Months

Role Summary

Own the end-to-end strategy and delivery for integrating Natterbox with Salesforce Service Cloud Voice (BYOT) and rolling out Sales Cadences 2.0 (Sales Engagement). You ll lead discovery, architecture, governance, and adoption to enable high-quality voice experiences and scalable sales workflows

Key Responsibilities

• Lead discovery and design for SCV BYOT using Natterbox: call flows, routing, screen pops, call logging, after-call work, and analytics.
• Define the target architecture across Salesforce (Service Cloud, Sales Cloud/Sales Engagement), Natterbox, identity/SSO, and data/telemetry.
• Configure and govern Sales Cadences 2.0: cadence strategy, step design (call/email/task/custom), branching and exit rules, work queues, SLAs.
• Map presence/capacity/Omni-Channel states to Natterbox queues; align routing with skills, priorities, and business hours.
• Establish data model & compliance: Voice Call records, Do-Not-Call/TCPA, GDPR consent, call recording/redaction and retention.
• Own integration patterns (Flows, Platform Events, Apex invocables, Named Credentials) for CTI events, disposition sync, and cadence automation.
• Define reporting/insights: adoption, contact rates, conversion, first response time, call quality (QoS/MOS where available), and agent productivity.
• Create enablement (runbooks, SOPs, training), change management, and hypercare plans; lead UAT and cutover.
• Partner with InfoSec/Networking on BYOT readiness (SIP/RTP, QoS, egress allowlists), failover, and DR.
• Vendor management: coordinate with Natterbox on constraints, roadmaps, and support escalations.

Required Experience

• 7 10+ years on Salesforce; 3+ years telephony/CCaaS/CTI; hands-on SCV (Partner Telephony/BYOT) and Natterbox experience.
• Strong Sales Engagement (HVS) including Cadence Builder, branching/exit, sales work queues, and template governance.
• Deep knowledge of Service Cloud fundamentals: Omni-Channel, Case/Lead/Contact processes, entitlement SLAs.
• Integration expertise: Flows, Platform Events, Apex (readable design), REST APIs, Named Credentials, OAuth/SAML SSO.
• Proven delivery lead: workshops, backlog, architecture decision records, and phased rollouts.

Nice to Have

• Experience with Einstein Conversation Insights/Transcription, Knowledge, Digital Engagement.

Certifications (Preferred)

• Salesforce Service Cloud Consultant, Sales Cloud Consultant, Administrator/Advanced Admin, Platform App Builder.