Senior Salesforce Voice Amazon Connect Engineer to serve as a hands on Subject Matter Expert for Salesforce Voice Omni Channel Service Cloud Amazon Connect and enterprise contact center technologies This role partners closely with Solution Architects Service Operations Telephony Teams Salesforce Administrators Infrastructure Teams Security Teams and AWS Engineering teams to design implement support and optimize voice enabled customer engagement solutions
This individual is a senior technical contributor responsible for configuring integrating administering troubleshooting and enhancing Salesforce Voice operating in a Bring Your Own Telephony model using enterprise owned AWS infrastructure and an Amazon Connect Customer instance
Scope Accountability Impact:
5 to 10 years of experience supporting enterprise contact center telephony customer service CRM or cloud communication platforms
5 years of Salesforce Service Cloud and OmniChannel experience
3 years of experience supporting Amazon Connect and cloud contact center solutions
Develops and supports enterprise voice capabilities connecting Salesforce Amazon Connect AWS services and customer service operations
Identifies and escalates platform telephony integration security reliability and operational risks to Solution Architects and platform leadership
Supports highly available customer facing solutions tied to business critical client and associate interactions
Operates effectively in regulated enterprise environments where call handling recordings access controls logging and retention requirements must be addressed
Key Responsibilities
Salesforce Voice Administration Configuration
OmniChannel Agent Routing
Amazon Connect AWS Platform Support
Integration Solution Delivery
Operational Excellence Platform Governance
Required Qualifications
Direct handson experience with Salesforce Voice Service Cloud Voice
Strong experience with Salesforce Service Cloud and OmniChannel administration
Experience supporting Amazon Connect contact center environments
Experience supporting Bring Your Own Telephony architectures using enterpriseowned AWS infrastructure and Amazon Connect capabilities
Experience configuring routing models queues skillsbased routing presence capacity and agent work assignment processes
Strong understanding of contact center operations customer service workflows telephony concepts call recording softphone behavior and agent desktop experiences
Experience integrating Salesforce with AWS services APIs and enterprise platforms
Experience with AWS IAM CloudWatch Lambda S3 Secrets Manager Kinesis and related AWS services used in contact center operations
Experience troubleshooting voice telephony call routing softphone recording logging monitoring and contact center platform issues
Experience with security compliance audit retention logging access control and governance requirements associated with customer communications
Strong documentation troubleshooting communication technical translation and stakeholder management skills
Preferred Qualifications
Salesforce Service Cloud Consultant Certification
Salesforce Administrator Certification
Salesforce Platform App Builder Certification
AWS Certified Solutions Architect AWS Certified Developer or equivalent AWS experience
Amazon Connect implementation or operational support experience
Experience with Contact Lens call analytics transcription conversational AI contact center reporting or quality management capabilities
Experience with Salesforce Flow Apex Lightning configuration Service Console permissions and integration technologies
Experience supporting regulated environments within financial services payments banking or fintech organizations
Experience with CICD Infrastructure as Code Terraform GitLab Harness or AWS platform automation
Experience supporting enterprisescale customer service organizations and multichannel engagement platforms
Experience working with network security IAM compliance and infrastructure teams to support enterprise contact center platforms.
Skills
Mandatory Skills : AWS Cloud Architecture, CRM Analytics for Salesforce, Salesforce Integration (Rest, Soap, Streaming APIs, Event), Salesforce Service Cloud
Anmol Rathor
418 Broadway #7195, Albany, NY 12207, USA
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