Salesforce Voice & CCaaS Cloud Architect - 6-12 months - Glasgow - £650/day
Salesforce Voice & CCaaS Cloud Architect - 6-12 months - Glasgow - £650/day
We are seeking an experienced Salesforce Voice & CCaaS Cloud Architect to our client on a contract basis, supporting a major UK client engagement. The successful candidate will take ownership of the end-to-end architecture, design, and integration of a Contact Centre solution built on Salesforce Service Cloud Voice and Amazon Connect.
Key Responsibilities:
- Define target architecture for Salesforce Service Cloud Voice integrated with Amazon Connect under a BYOT model
- Architect native Salesforce-Amazon Connect integrations including voice call objects, screen pop, case association, Real Time transcription via Contact Lens, NICE WFM/IEX, payment gateway, and data reporting extract
- Design and govern BYOT integration patterns ensuring telephony abstraction, vendor portability, and regulatory compliance including call recording and retention
- Implement and manage Service Cloud Voice integrations covering Omni-Channel routing, agent configuration, voice call controls, and transcripts
- Enable bi-directional data exchange using API Gateway, EventBridge, Kinesis, and REST APIs
- Configure and optimise CTI within Salesforce and implement Contact Lens call analytics, sentiment analysis, and Real Time reporting
- Support PSTN connectivity, number provisioning, and telephony troubleshooting across SIP, RTP, and QoS
- Design multi-region, high-availability voice architectures aligned with AWS and Salesforce best practices
- Ensure security, compliance, and data governance across voice and CRM platforms
- Mentor the wider delivery team
What You Will Ideally Bring:
- Hands-on experience with Salesforce Sales Cloud and Service Cloud including Case Management, Omni-Channel, Knowledge Base, and Entitlements
- Proven Salesforce Service Cloud Voice architecture and configuration experience
- Amazon Connect solution architecture expertise across contact flows, Lambda, Contact Lens, and routing
- Strong understanding of CCaaS concepts including ACD, IVR, WFM/WFO, and omnichannel routing
- Experience with BYOT telephony models within Salesforce
- Solid AWS services knowledge spanning Amazon Connect, Lambda, IAM, CloudWatch, S3, and API Gateway
- Experience with REST/SOAP APIs, event-driven integration, and webhooks
- Strong understanding of identity and access management including SAML, OAuth, and JWT
Contract Details:
- Duration: 6-12 months
- Rate: £650/day
- Location: Glasgow, UK (travel to site required for business meetings)