Solution Consultant (Contact Center)

Key Responsibilities

1. Consulting & Solution Design

• Analyze and understand customer business pain points at management and executive levels

• Design end-to-end Salesforce solutions, including:

  • Service Cloud
  • Data Cloud
  • AI / Einstein / Agentforce

• Define solution architecture integrating Salesforce with:

  • Contact Center platforms
  • CTI systems
  • Enterprise internal systems

• Provide strategic consulting in Customer Experience (CX) and Digital Transformation initiatives

• Recommend scalable and innovative solutions aligned with business objectives

2. Proposal, Pitching & Proof of Concept (PoC)

• Prepare RFI/RFP responses, solution proposals, and technical documentation
• Build demos and Proof of Concepts (PoCs) that clearly demonstrate business value and real-world use cases
• Present solutions effectively with strong storytelling and executive-level communication
• Translate technical capabilities into ROI, business impact, and strategic outcomes

3. Stakeholder Collaboration

• Collaborate closely with Sales, Business Analysts, Delivery, and Development teams
• Support presales activities and contribute to successful deal closures
• Define solution roadmaps and implementation approaches
• Ensure smooth transition from presales to project delivery and implementation

Qualifications

• Minimum 5 years of experience in one or more of the following roles:

  • Presales Consultant
  • Solution Consultant
  • Solution Architect
  • Business Analyst

• Strong experience with Salesforce or related CRM / Customer Experience platforms

• Solid understanding of:

  • Salesforce Ecosystem (Service Cloud, Data Cloud, AI/Einstein/Agentforce)
  • System Integration & Enterprise Architecture
  • REST APIs, Middleware, and Microservices architecture

• Strong business consulting and analytical skills

• Excellent communication and presentation skills, especially with Executive / C-Level stakeholders

• Ability to translate business requirements into technical solutions

• Experience in demo presentation and business storytelling

Preferred Certifications

Candidates with the following certifications will be highly preferred:

• Salesforce Service Cloud Certification
• Salesforce Data Cloud Certification
• Salesforce AI / Einstein / Agentforce Certification
• Other Salesforce Certifications