Description

Lead end-to-end design and implementation of Service Cloud Voice and Amazon Connect CTI Adapter solutions.

Since is_remote, hybrid, and on_site are all 0, no work-mode line is included.

Responsibilities

• Lead end-to-end design and implementation of Service Cloud Voice and Amazon Connect CTI Adapter.
• Configure CTI features including screen pop, IVR, call routing, recording, and reporting integrations.
• Build and integrate AWS Lambda functions specifically for Amazon Connect and extend functionality using Open CTI.
• Capture stakeholder requirements to deliver scalable solutions and optimize agent productivity through voice, digital, and CRM workflows.

Required Skills

• 6+ years in Salesforce consulting with a focus on Service Cloud.
• Salesforce Administrator and Service Cloud Consultant certification.
• Proven experience implementing Service Cloud Voice.
• Experience with at least one full lifecycle Amazon Connect CTI Adapter implementation.
• Hands-on experience integrating AWS Lambda with Salesforce.
• Strong knowledge of Open CTI customization.
• Excellent client engagement, problem-solving, and stakeholder management abilities.

Preferred Skills

• Exposure to Einstein Bots, Digital Engagement, and Omni-Channel.
• Familiarity with the AWS ecosystem (S3, Lex, Polly).
• Knowledge of Salesforce DevOps and CI/CD.

Key Skills

Education

Any Gradute