Salesforce Technical Architect – Service Cloud Voice & CCaaS
Location: UK ( with occasioanl travel to Glasgow)
Contract: 6–12 Months
Are you an experienced Salesforce Architect looking to lead enterprise-scale Service Cloud and Contact Centre transformation programmes? We are seeking a Salesforce Technical Architect with strong expertise in Salesforce Service Cloud Voice, Amazon Connect, and CCaaS architecture to deliver scalable, secure, and high-performing customer engagement solutions.
Key Responsibilities
- Design and own end-to-end Salesforce Service Cloud Voice and Amazon Connect architecture within a BYOT model
- Lead integrations across Salesforce, Amazon Connect, NICE WFM/IEX, payment gateways, and reporting platforms
- Configure Omni-Channel routing, CTI integrations, voice controls, and transcription capabilities
- Enable secure API-led integrations using AWS services including Lambda, API Gateway, EventBridge, and CloudWatch
- Ensure scalable, resilient, and compliant voice and CRM solutions
- Mentor technical teams and provide architectural leadership
- Strong hands-on Salesforce Sales Cloud & Service Cloud experience
- Expertise in Salesforce Service Cloud Voice architecture
- Deep knowledge of Amazon Connect, Contact Lens, routing, and contact flows
- Experience with CCaaS, IVR, ACD, Omni-Channel, and BYOT telephony models
- Strong AWS integration experience (Lambda, IAM, CloudWatch, API Gateway, S3)
- Experience with REST/SOAP APIs, OAuth, SAML, JWT, and event-driven integrations
- Strong understanding of Case Management, Knowledge Base, and Entitlements
- Ability to travel to Glasgow for business meetings when required
- Opportunity to work on large-scale digital transformation programmes within a collaborative and innovative environment
