Salesforce Service Cloud Voice Technical Lead (Fully Remote)

1.5–3 Year 1099 Contract | Fully Remote | Confidential Search

A global consulting organization is looking for an experienced Salesforce Service Cloud Voice Technical Lead to join a large-scale enterprise customer service transformation initiative.

This is a long-term, fully remote engagement where you''ll serve as the technical leader responsible for designing and delivering complex Salesforce Service Cloud Voice solutions integrated with Amazon Connect. You''ll partner directly with business stakeholders, architects, and development teams to modernize enterprise contact center operations while mentoring engineers and driving technical excellence throughout the entire implementation lifecycle.

This opportunity is ideal for someone who enjoys solving complex technical challenges, leading distributed development teams, and owning architecture decisions on large-scale enterprise implementations.

This role can be worked from anywhere in the United States.

Responsibilities

• Lead the technical architecture and delivery of enterprise Salesforce Service Cloud Voice implementations integrated with Amazon Connect.

• Serve as the technical lead throughout the full implementation lifecycle from discovery through deployment and production support.

• Design scalable Salesforce Service Cloud solutions supporting enterprise contact center operations.

• Lead technical discovery sessions, architecture workshops, estimation efforts, and solution planning with client stakeholders.

• Translate complex business requirements into scalable Salesforce and AWS-based technical solutions.

• Design and oversee integrations between Salesforce, Amazon Connect, enterprise applications, and customer data platforms.

• Establish development standards, perform code reviews, and mentor both onshore and offshore development teams.

• Provide technical leadership to Salesforce developers while driving best practices across architecture, development, and integrations.

• Collaborate with architects, business analysts, product owners, and infrastructure teams to successfully deliver enterprise solutions.

• Drive DevOps best practices including source control, release management, automated deployments, and CI/CD processes.

Required Qualifications

• 8+ years of Salesforce platform experience.

• 3+ years serving as a Technical Lead on enterprise-scale Salesforce Service Cloud implementations.

• Proven hands-on experience delivering Salesforce Service Cloud Voice solutions integrated with Amazon Connect within enterprise contact center environments.

• Experience leading multiple end-to-end implementations involving Salesforce Service Cloud, Amazon Connect, and customer service transformation initiatives.

• Deep expertise with:

  • Salesforce Service Cloud

  • Case Management

  • Omni-Channel Routing

  • Service Console

  • Knowledge

  • Entitlements

  • Milestones

  • Digital Engagement

• Strong hands-on development experience with:

  • Apex

  • Lightning Web Components (LWC)

  • SOQL

  • Salesforce Flows

  • Salesforce platform integration patterns

• Advanced knowledge of Amazon Connect including:

  • Contact Flows

  • Contact Control Panel (CCP)

  • Salesforce CTI Adapter

  • Screen Pops

  • Click-to-Dial

  • Call Recording

  • Call Transfers

  • Routing

  • Agent Desktop Experiences

• Hands-on AWS experience with:

  • Lambda

  • S3

  • DynamoDB

  • IAM

  • Kinesis

  • Amazon Connect APIs

• Strong understanding of enterprise contact center technologies including:

  • IVR

  • ACD

  • Skills-Based Routing

  • Queue Management

  • Workforce Optimization

  • Operational Reporting

• Experience designing and implementing real-time integrations between Salesforce, Amazon Connect, enterprise applications, and customer data platforms using:

  • REST APIs

  • Platform Events

  • Middleware

  • Event-Driven Architectures

• Demonstrated leadership conducting solution design sessions, establishing development standards, performing code reviews, and mentoring technical teams.

• Experience with DevOps and CI/CD practices utilizing Salesforce DX, Git, Copado, Gearset, or similar release management tools.

• Strong client-facing consulting experience with the ability to translate business requirements into scalable technical architectures while leading workshops, solution planning, and estimation efforts.

Preferred Qualifications

• Salesforce Platform Developer Certification (Required)

• Salesforce Service Cloud Consultant Certification (Preferred)

• Amazon Connect Certification (Highly Preferred)

• AWS Certifications (Highly Preferred)

Why This Opportunity?

• Fully remote engagement.

• Long-term project expected to run 18 months to 3 years, providing the stability rarely found in consulting engagements.

• Opportunity to lead enterprise-scale customer service transformation initiatives utilizing Salesforce Service Cloud Voice and Amazon Connect.

• Significant ownership over technical architecture, solution design, and implementation strategy.

• Work alongside senior architects and enterprise stakeholders while helping shape the future of large-scale contact center platforms.

• High visibility role with substantial technical leadership responsibilities.

Engagement Details

• 1099 Independent Contractor

• Fully Remote (U.S.)

• Long-Term Contract (18 Months – 3 Years)

About the Opportunity

Our client is a globally recognized technology consulting organization supporting enterprise digital transformation initiatives for Fortune 500 customers. This engagement offers the opportunity to lead complex Salesforce Service Cloud Voice implementations, partner with senior technical leaders, and deliver scalable customer service solutions for large enterprise organizations. Additional details regarding the client and project will be shared with qualified candidates during the interview process as part of this confidential search.