Designing and oversee Salesforce-integrated telephony and contact center capabilities, including CTI and voice integration patterns, softphone experiences, call routing, IVR handoffs, screen pops, activity capture, call disposition, recording and transcript considerations, and agent productivity workflows. Maintaining technical artifacts including solution designs, architecture diagrams, integration inventories, interface specifications, data mappings, security models, environment plans, deployment runbooks, support documentation, and technical decision logs.