
Advanced Contact Center Solutions Leader
5 days ago
We are seeking a skilled professional to lead the implementation of advanced contact center solutions. This is a client-facing leadership role requiring strong technical expertise, solutioning ability, and end-to-end implementation ownership.
Key Responsibilities:
- Design & implement Service Cloud Voice & Amazon Connect CTI Adapter.
- Configure CTI features: screen pop, IVR, call routing, call recording, reporting integrations.
- Build and integrate with AWS Lambda functions for Amazon Connect.
- Extend & customize functionality using Open CTI interface.
- Collaborate with stakeholders to capture requirements and deliver scalable solutions.
- Ensure seamless integration of voice, digital & CRM workflows for optimized agent productivity.
- Provide best practice guidance, governance & performance optimization.
- Mentor junior consultants & work cross-functionally with Salesforce & AWS teams.
- Lead at least one full lifecycle Service Cloud Voice & Amazon Connect implementation.
Required Skills & 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.
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