Salesforce Architect-Service Cloud Voice

Job Title: Salesforce Architect-Service Cloud VoiceLocation: Remote(India)Experience: 8+ Yearsa. The Salesforce Architect will lead the end-to-end technical design, integration, and delivery of Salesforce Service Cloud, Voice of Customer (VOC), and Amazon Connect capabilities for Illumina’s Global Contact Center transformation. This role ensures scalable architecture, seamless omni channel experiences, and alignment with enterprise standards. The architect will partner closely with business stakeholders, product owners, engineering teams, and offshore resources to deliver a best in class customer support ecosystem.b. Solution Architecture & Design Architect and design scalable solutions across Salesforce Service Cloud, VOC, Amazon Connect, and Service Cloud Voice. Define end-to-end integration patterns between Salesforce, Amazon Connect, telephony systems, and downstream data platforms. Translate business requirements into technical architecture, data models, and system workflows. Ensure alignment with enterprise architecture, security, and compliance standards. Implementation of Lead configuration and technical implementation of Service Cloud Voice + Amazon Connect, including call flows, routing, IVR, and agent experience. Oversee VOC solution design (surveys, feedback loops, analytics, case creation triggers). Support user story refinement, acceptance criteria, and sprint planning.c. Guide offshore/nearshore teams on development of best practices and technical execution. Integration & Data.d. Design and validate integrations using APIs, middleware, and event driven patterns.e. Ensure data accuracy across customer profiles, interaction history, and VOC datasets.f. Partner with data engineering teams to support reporting, dashboards, and analytics. Quality, Testing & Documentation • Develop technical documentation including architecture diagrams, sequence flows, and integration specs. g. Support system testing, UAT, and production readiness activities.h. Ensure solution performance, scalability, and reliability across global regions. Stakeholder Collaboration i. Serve as the primary technical liaison between business owners, engineering, and vendor partners.j. Communicate complex technical concepts in clear, business friendly language. k. Provide guidance on platform capabilities, limitations, and roadmap impacts

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