Senior Specialist - Software Engineering

Role 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

• 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 Omni Channel 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

• Salesforce Voice Administration Configuration
• Omni Channel Agent Routing
• Amazon Connect AWS Platform Support
• Integration Solution Delivery
• Operational Excellence Platform Governance

• Direct handson experience with Salesforce Voice Service Cloud Voice
• Strong experience with Salesforce Service Cloud and Omni Channel 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 Cloud Watch 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

• 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 Git Lab 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.

Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal…