Advanced Salesforce Contact Center Solutions Expert

6 hours ago

Kottayam, Kerala, India beBeeConsultant Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Opportunity:

Salesforce Lead Consultant – a key role in Service Cloud Voice & Amazon Connect CTI implementations.

Location: Remote

Position: Salesforce Lead Consultant

Experience: 6+ Years of experience in Salesforce consulting is required.

About the Role:

We are seeking an accomplished Salesforce Lead Consultant with extensive expertise in designing, configuring, and deploying advanced contact center solutions using Salesforce, Amazon Connect, Lambdas, and Open CTI capabilities. The ideal candidate will be hands-on in leading end-to-end design & implementation of Service Cloud Voice & Amazon Connect CTI Adapter.

Key Responsibilities:

  • Lead end-to-end design & implementation of 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.
  • Evaluate 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 & Experience:

  • 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.

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