Salesforce Senior Consultant Service Cloud Voice (m/f/x)
London
Consulting
fluent:cx
Role
Your new workday:
As a Senior Salesforce Consultant (m/f/x) specialising in Service Cloud Voice, you will lead the design and delivery of intelligent, scalable voice solutions that transform customer service operations. You act as a trusted advisor for a wide range clients across industries, owning solution architecture and guiding teams through complex implementations. Acting as the bridge between business needs and technical implementation, you’ll work closely with clients to map their customer service strategies onto Salesforce’s voice technology, including Amazon Connect and Agentforce. Beyond delivery, you mentor consultants, shape best practices, and ensure high-quality outcomes across multiple projects.
Tasks
How you help us make digital transformation tangible:
- Lead the end-to-end implementation of Service Cloud Voice
- Act as solution owner, translating complex business requirements into scalable, secure voice architectures
- Lead customer discovery sessions, workshops, and technical design discussions with senior stakeholders
- Design and configure Salesforce Service Cloud Voice, ensuring best-practice integrations with telephony and AWS services
- Guide and mentor consultants and junior team members throughout project delivery
- Oversee go-lives, manage risks, and take ownership of post-deployment improvements and optimisation initiatives
- Ensure high-quality documentation, architecture decisions, and reusable delivery assets
- Contribute to internal capability building, standards, and knowledge-sharing initiatives
- Support pre-sales activities, when required, including solution design, effort estimation, and technical input for proposals
What you should bring with you:
- 5+ years of professional experience working with Salesforce Service Cloud and/or Contact Centre solutions
- Proven experience leading Service Cloud Voice implementations in customer-facing projects
- Strong hands-on expertise with Service Cloud Voice, ideally including Amazon Connect and related AWS services
- Deep understanding of customer service processes, omnichannel contact centre operations, and voice architecture
- Ability to design enterprise-grade, scalable, and secure voice-enabled solutions
- Confidence engaging with senior business and technical stakeholders, including architects and executives
- Strong leadership, communication, and problem-solving skills
- Salesforce certifications (e.g. Service Cloud Consultant, Experience Cloud Consultant) are a strong plus
- Experience with CTI integrations, telephony platforms, or broader AWS tooling is highly desirable
Work from anywhere
Work from wherever you’re most productive – at home, in a co-working space, or in our London office.
Flexible working hours
Plan your working day in a way that fits your life and supports a healthy work-life balance.
Team Events
Connect with your colleagues at regular team events – from London socials to company-wide events across Europe.
Mentorship and development
Grow with us through mentorship and development, supported by experienced colleagues along your career path.
Private healthcare
Your health matters – benefit from comprehensive private healthcare coverage.
Generous time off
Enjoy a generous holiday allowance plus additional gifted days off over Christmas.
Home office setup budget
Receive a dedicated budget to equip your home office and do your best work from day one.
Go to application
Sounds like what you’re looking for?
We’re very excited to get to know you, your strengths, and your talents. Use our application form to send us your documents. If you have any questions, feel free to contact us at info@fluentcx.com.