Senior Specialist - Software Engineering

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.