Advanced Contact Center Solutions Lead

1 week ago

Erode, Tamil Nadu, India beBeeConsultant Full time ₹ 15,00,000 - ₹ 20,00,000

Job Overview

We are seeking an experienced professional to lead the design and implementation of advanced contact center solutions leveraging Salesforce, Amazon Connect, Lambdas, and Open CTI capabilities. The ideal candidate will have strong technical expertise, solutioning ability, and end-to-end implementation ownership.

Key Responsibilities:

  1. Lead end-to-end design & implementation of Service Cloud Voice & Amazon Connect CTI Adapter.
  2. Configure CTI features: screen pop, IVR, call routing, call recording, reporting integrations.
  3. Build and integrate with AWS Lambda functions for Amazon Connect.
  4. Extend & customize functionality using Open CTI interface.
  5. Collaborate with stakeholders to capture requirements and deliver scalable solutions.
  6. Ensure seamless integration of voice, digital & CRM workflows for optimized agent productivity.
  7. Provide best practice guidance, governance & performance optimization.
  8. Mentor junior consultants & work cross-functionally with Salesforce & AWS teams.
  9. Lead at least one full lifecycle Service Cloud Voice & Amazon Connect implementation.

Required Skills and Qualifications:

  • 6+ years in Salesforce consulting (Service Cloud focus).
  • Salesforce Administrator & Service Cloud Consultant certified.
  • Proven Service Cloud Voice implementation experience.
  • 1+ full lifecycle Amazon Connect CTI Adapter implementation.
  • Hands-on AWS Lambda + Salesforce integration experience.
  • Strong knowledge of Open CTI customization.
  • Excellent client engagement, problem-solving & stakeholder management.

Preferred Skills:

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

About This Role:

This is a client-facing leadership role requiring strong technical expertise, solutioning ability, and end-to-end implementation ownership.

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