Job Title: Amazon Connect Specialist
Job Summary
We are looking for an experienced Amazon Connect resource to set up and manage cloud telephony integrated with Salesforce Service Cloud Voice (SCV).
This role will focus on configuring Amazon Connect| designing call flows| and supporting voice features to deliver a seamless contact center experience.
Key Responsibilities
Configure and manage Amazon Connect instances and telephony components Set up in-bound out-bound calling| phone numbers| queues| routing profiles| and agent settings
Design and maintain contact flows IVR| including menus| call routing| callbacks| and hold logicConfigure call recording| monitoring| and reporting Troubleshoot call flow| routing| and telephony issues
Collaborate with Salesforce| IT| and business teams to support voice requirements
Skills: Salesforce
Experience Required: 8-10
• Top 3 Required Skills:
1. Amazon Connect Configuration & Administration
2. Contact Flows / IVR Design and Call Routing
3. Contact Center & Telephony Concepts (ACD, IVR, CTI)
• Top 3 Preferred Skills:
1. Salesforce Service Cloud Voice (SCV) Integration
2. AWS Services (IAM, Lambda – preferred)
3. Call Monitoring, Recording, and Reporting Configuration
• Education Requirements: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field
• Years of Experience: 3–5+ years in contact center or telephony solutions (With 2+ years of hands on Amazon Connect experience)
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