Salesforce Voice & CCaaS Cloud Architect

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

Required Skills

• 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

Additional Information

• 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