Overview
On Site
Depends on Experience
Full Time
Job Details
Join our team as a Senior Amazon Connect Developer, where you'll spearhead the design and optimization of cutting-edge telephony solutions integrated with Salesforce Service Cloud Voice. This role offers a unique opportunity to blend hands-on engineering with strategic solution architecture, ensuring the reliability and scalability of our contact center systems.
Responsibilities
- Lead the architecture and roadmap for Amazon Connect and Salesforce Service Cloud Voice, focusing on reliability, scalability, and security.
- Design and maintain contact flows, routing strategies, and analytics, ensuring seamless integration and performance.
- Implement and manage Salesforce Voice configurations, including Omni-Channel routing and agent setup.
- Develop integrations and event-driven services using AWS and Salesforce technologies.
- Provide production support and participate in on-call rotations for Amazon Connect contact centers.
- Conduct incident response and root-cause analysis, producing standards and documentation.
- Collaborate with Network/Security teams to ensure optimal system performance and security.
- Create self-service reporting tools for operational leaders to enhance performance metrics.
Skills
- 5-10+ years in telephony/contact center engineering with significant experience in Amazon Connect and Salesforce Service Cloud Voice.
- Proficiency in AWS services such as Lambda, EventBridge, and CloudWatch, alongside Salesforce integration patterns.
- Strong understanding of telephony fundamentals and integration technologies like REST/GraphQL.
- Excellent communication skills and stakeholder management abilities.
- Experience with Agile/Scrum methodologies.
Preferred Skills
- Experience with Agentforce and Infrastructure as Code (IaC) tools like Terraform.
- Background in financial services industry and contact center operations.
- Salesforce and AWS certifications are a plus.
- Familiarity with other CCaaS platforms and real-time analytics tools.
- Understanding of SSO/identity management and enterprise change management.
At Horizontal, we are committed to fostering an inclusive environment that values diversity and equity. We welcome applicants from all backgrounds to join our dynamic team.
Once you apply for this position, you may receive a phone call, SMS or email at the time of application from our Virtual AI Recruiter, Alex, to conduct an initial interview.Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.