Partner & Agentforce Contact Center, Solution Consulting Director

About the Role

The Solution Director, specializing in our Voice-centric product solutions, is a recognized expert and demonstrated thought leader in the technical and functional application of Voice and Contact Center solutions for enterprise customer engagements.

This role significantly influences the successful architecture and delivery of complex cloud telephony projects, while driving expertise, knowledge sharing, and community growth within the CSG Professional Services team.

This senior-level position sits within CSG Professional Services, in the Emerging Specialized Delivery team.

You will serve as a strategic advisor and Salesforce product and platform expert to the company's largest, most complex enterprise customers, guiding them through transformational initiatives utilizing Agentforce Contact Center (AFCC), Partner Contact Center (formerly SCV), Voice AI, and core Contact Center as a Service (CCaaS) ecosystems.

Key Responsibilities

• Serve as a trusted advisor to the client , providing architectural leadership on designing scalable voice workflows, CTI integrations, and real-time media/data flows across the Agentforce Contact Center (AFCC) and Partner Contact Center product suites.
• Guide customers and colleagues in rationalizing and deploying advanced voice technologies—including Agentforce, Einstein Conversation Insights, Conversational IVR, and speech analytics—to drive omnichannel experiences.
• Architect Complex Telephony Solutions: Design and oversee the integration of enterprise CCaaS platforms (e.g., Amazon Connect, Genesys Cloud, Five9) with the Salesforce platform, handling nuances like SIP trunking, WebRTC, carrier connectivity, and network latency optimization.
• Identify and proactively manage risk areas on high-profile engagements within the Emerging Specialized Delivery practice, and commit to seeing complex telephony routing and integration issues through to complete resolution.
• Manage customer expectations; negotiate solutions to complex telephony and integration problems with both the customer and third-party voice vendors/partners.
• Review and correct project/program direction , approach, and key artifacts (e.g., dial plan designs, routing logic, data models) to keep programs on track and solutions scalable.
• Identify and lead internal strategic initiatives to grow the consulting practice; serving as an active contributor to the community's overall knowledge base, technical assets, and reference architectures for voice deployments.

Required Qualifications & Skills

• 10+ years of enterprise architecture or consulting experience, with at least 5 years of dedicated, hands-on experience in Contact Center, CCaaS, or Voice technologies.
• Deep technical expertise in Partner Contact Center , and at least one leading telephony platform (e.g., Amazon Connect, Genesys Cloud, Five9). Agentforce Contact Center knowledge (AFCC) or other contact center platforms an asset.
• Extensive foundational knowledge of voice and telephony concepts, including PBX, ACD, IVR, SIP, WebRTC, CTI protocols, softphones, and real-time media streaming.
• Proven ability to design complex contact routing strategies, queue management, and omni-channel agent experiences utilizing Salesforce Omni-Channel and voice vendor routing engines.
• Strong application design skills combined with deep knowledge of enterprise integration patterns (REST/SOAP APIs, event-driven architectures) for connecting voice systems with CRM data.
• Detail-oriented with the ability to rapidly learn and take advantage of new concepts, particularly in the Voice AI and Natural Language Understanding (NLU) space.
• Strong communication skills, both written and verbal, especially in teaching complex telephony concepts to non-technical stakeholders.

Preferred Requirements

• Bachelor's degree (or its foreign degree equivalent) in Computer Science, Engineering (any field), or a related quantitative discipline. Equivalent demonstrable work experience in lieu of a degree will be considered.
• Salesforce certifications (e.g., Service Cloud Consultant, System Architect, Application Architect) and specific vendor certifications (e.g., AWS Certified Solutions Architect, Genesys Cloud Certified Professional).
• Experience implementing Amazon Connect and Contact Center Technology across various industries.
• Experience integrating Conversational AI and voice bots (e.g., Amazon Lex, Google Dialogflow) within routing workflows.
• Understanding of contact center compliance, security standards, and data residency considerations related to voice recording and transcription.
• Experience leading a technical team or workstream, with a passion for mentoring and developing talent.
• Ability to build and maintain key relationships with C-level executives, senior technology leaders, and key decision-makers.
• Travel may be required and varies depending on the client requirements.

Required Qualities

• PASSION: Passionate about Customer Success.
• BEGINNER'S MIND: Always learning; approaches each interaction with an open mind; great listener and hands-on.
• LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships.
• COMMUNICATOR: Speaks and writes with clarity, brevity, and purpose; explains area of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence.
• STORYTELLER: Confidently and effectively facilitates and presents; ably defends point-of-view; keeps audiences engaged and delivers a clear and memorable message.
• TEAM PLAYER: Proficient at collaboration and working with members of a team.
• URGENCY: Ability to move fast and drive business value and results.
• TRUST: Trusts the company’s core values; shows integrity, transparency, and reliability.
• ADAPTABLE: Excels in high levels of uncertainty and change.
• COMMUNITY CHAMPION: Leads internal initiatives; actively contributes to the Community’s knowledge and resource base.