Contact Center Engagement Lead

Role:

Role Summary

We are seeking a Contact Center Engagement Lead to drive the success of complex

Salesforce and Vonage Contact Center implementations. This role blends strategic client

leadership, technical understanding of SCV and Intelligent Workspace, and a consultative

approach to ensure high-quality delivery and client satisfaction.

You will act as the key liaison between business stakeholders, Salesforce/Vonage solution

teams, and delivery partnersensuring alignment across architecture, integration, and

customer experience outcomes.

The ideal candidate has a strong background in Salesforce contact center technologies,

understands telephony and CRM integrations, and can guide both clients and internal teams

Key Responsibilities:

• Own engagement success for Vonage SCV and Salesforce Intelligent Workspace projects.
• Serve as the primary client contact for contact center transformation initiatives.
• Build trusted relationships with stakeholders across operations, IT, and executive teams.
• Facilitate roadmap, MVP, and release planning focused on customer experience improvement.
• Anticipate and manage project risks, scope changes, and dependencies across integrations.
• Ensure engagements are delivered on time, within budget, and aligned with client expectations.

Solution Strategy & Delivery Oversight

• Partner with Salesforce and Vonage Solution Architects to design scalable contact center architectures.
• Oversee implementation of Vonage Contact Center, Service Cloud Voice, Omni-Channel, and Digital Engagement features.
• Guide decision-making on integration with Intelligent Workspace, ensuring agents have unified access to context and tools.
• Ensure technical documentation, testing, and training are delivered to high standards.
• Drive solution adoption and measurable performance outcomes post go-live.

Team Collaboration & Mentorship

• Collaborate with Product Owners, Business Analysts, Architects, and Developers across multiple agile teams.
• Mentor delivery team members in SCV and Intelligent Workspace best practices.
• Promote internal knowledge sharing and standardization across contact center engagements.

Sales & Account Growth

• Support pre-sales discussions by shaping SCV and Vonage solution strategies.
• Assist in estimating level of effort and defining Statements of Work (SOWs).
• Identify and nurture opportunities for expansion within existing accounts.

Required:

• 5+ years of experience leading Salesforce contact center or CRM transformation engagements.
• Proven success managing delivery of Vonage Contact Center, Service Cloud Voice, or Intelligent Workspace solutions.
• Strong understanding of Salesforce data model, CTI integrations, and voice channel configuration.
• Experience collaborating with cross-functional technical and business stakeholders.
• Familiarity with agile methodologies and iterative delivery.
• Salesforce Administrator and Service Cloud Consultant certifications required.
• Excellent communication, facilitation, and presentation skills.
• Strong analytical and problem-solving capabilities.
• Ability to manage concurrent workstreams in a fast-paced consulting environment.

Desirable:

• Additional Salesforce certifications (e.g., Business Analyst, Advanced Admin, Voice Accreditation) preferred.
• Experience with telephony integrations (e.g., Vonage, Amazon Connect, or Genesys Cloud).
• Knowledge of AI-driven service enhancements such as transcription, sentiment analysis, or real-time insights.

Contact Details: