Advanced Contact Center Solutions Leader

5 days ago


Dombivli, Maharashtra, India beBeeImplementation Full time ₹ 1,50,00,000 - ₹ 2,02,50,000
Job Opportunity
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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