Descrição da Vaga
Job Description
About Truffle
At Truffle, we’re a team of builders. We solve operational inefficiencies for mid-market and enterprise clients with practical, scalable solutions in Salesforce, Data Cloud, and AI. Our work helps businesses move faster, operate smarter, and achieve measurable outcomes. We’re known for cutting through complexity and delivering solutions that scale. If you want to be part of a high-caliber A team that’s defining the future of enterprise operations, this is your place.
Role Summary
As a
Salesforce Service Cloud Voice Consultant
, you will play a critical role in shaping customer service experiences by integrating
Salesforce Service Cloud Voice (SCV)
with
Amazon Connect
and other telephony solutions. This role requires a blend of
business consulting, solution design, and technical configuration
skills, ensuring clients achieve seamless omnichannel service delivery.
You will engage directly with stakeholders to
capture requirements, design contact center workflows, configure SCV and Service Cloud features, and deliver solutions
that drive customer success. This is a client-facing role requiring strong communication, documentation, and leadership skills, with the ability to guide customers through best practices in voice, contact center, and Salesforce Service Cloud deployments.
Responsibilities
Lead client-facing workshops to identify requirements, customer service workflows, and contact center strategies.
Design, configure, and deliver
Salesforce Service Cloud Voice
and
Amazon Connect
solutions.
Define and implement
IVR flows, call routing strategies, and omnichannel processes
.
Develop user stories, solution designs, and technical specifications
to guide project delivery.
Partner with technical teams (Developers, Architects, Admins) to ensure scalable, well-architected solutions.
Deliver
end-user training, UAT support, and adoption workshops
for business stakeholders.
Drive project success by managing expectations, ensuring quality, and providing post-go-live enhancements.
Stay current with Salesforce and AWS innovations, advising clients on
best practices and future enhancements
.
Key Success Factors
Strong ability to
translate business needs into scalable Salesforce + Amazon Connect solutions
.
Proven track record of leading
client-facing workshops, documentation, and training
.
In-depth knowledge of
contact center operations, voice routing, and service processes
.
Familiarity with
VoIP protocols (SIP, WebRTC)
and CTI architecture.
Excellent communication and interpersonal skills to influence stakeholders at all levels.
Strong problem-solving skills and ability to balance business/technical trade-offs.
Required Qualifications
5+ years
of experience implementing
Salesforce Service Cloud and Contact Center solutions
.
Hands-on expertise in
Service Cloud Voice (SCV)
and
Amazon Connect
(mandatory).
Strong knowledge of Salesforce Service Cloud features: Omni-Channel, Case Management, Knowledge.
Familiarity with
Salesforce configuration (Flows, Lightning, Reports/Dashboards)
.
Experience creating
documentation, user stories, and delivery specifications
.
Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience.
Preferred Qualifications
Exposure to
Einstein for Service (Service Replies, Work Summaries, Article Recommendations)
.
Experience with
Digital Engagement (Chat, WhatsApp, SMS)
.
Knowledge of
API integrations and middleware (MuleSoft, REST, Platform Events)
.
Understanding of
Salesforce Data Cloud
or similar CDP solutions.
Salesforce certifications:
Service Cloud Consultant, Administrator, Platform App Builder
.
AWS Certifications (e.g.,
Amazon Connect CCP/Practitioner
) are a strong plus.
Other Employment Statements
For India-based applicants, work authorization in India is required.
Who You Should Be to Join Us
Executive Presence
: You’re confident and polished in front of senior stakeholders, able to build trust and credibility with Fortune 500 clients.
Strategic Communicator
: You can distill complex technical concepts into clear, business-friendly narratives that resonate with non-technical executives.
Consultant First:
You think beyond implementation asking the tough questions, identifying opportunities, and shaping data strategies that drive measurable outcomes.
Adaptive Leader:
You thrive in fast-paced environments, seamlessly switching between architect, advisor, and delivery leader as needed.
Collaborative & Positive:
You bring energy and optimism, helping teams stay focused and motivated even under pressure.
Impact-Oriented:
You want to make a significant difference for clients and you’re motivated by the opportunity to deliver outsized results and capture outsized rewards.
Requirements
Vapt,OWASP, Burp suite
