Senior Salesforce Voice Amazon Connect Engineer

Job Title: Senior Salesforce Voice Amazon Connect Engineer

Location: Milwaukee, WI / Alpharetta, GA / Berkeley Heights, NJ / Frisco TX. (5 days onsite)

Mandatory Skills: AWS Cloud Architecture, CRM Analytics for Salesforce, Salesforce Integration (Rest, Soap, Streaming APIs, Event), Salesforce Service Cloud, Omni Channel

Job description

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 hands on 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 enterprise owned AWS infrastructure and Amazon Connect capabilities.

Experience configuring routing models queues skills based 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 enterprise scale customer service organizations and multichannel engagement platforms.

Experience working with network security IAM compliance and infrastructure teams to support enterprise contact center platforms.