Chief Contact Center Solutions Architect

1 day ago

Kannur, Kerala, India beBeeImplementation Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Key Leadership Role: Service Cloud Voice & Amazon Connect CTI Adapter Expert

Job Summary:

Seeking a highly skilled professional to lead end-to-end design & implementation of advanced contact center solutions leveraging Salesforce, Amazon Connect, Lambdas, and Open CTI capabilities.

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

Responsibilities:

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

Required Skills & Qualifications:

  • At least 6 years of experience in Salesforce consulting with a focus on Service Cloud.
  • Salesforce Administrator and Service Cloud Consultant certified.
  • Proven experience in implementing Service Cloud Voice solutions.
  • One or more full lifecycle Amazon Connect CTI Adapter implementations.
  • Hands-on experience integrating AWS Lambda with Salesforce.
  • Strong knowledge of Open CTI customization.
  • Excellent client engagement, problem-solving, and stakeholder management skills.

Preferred Skills:

  • Experience with Einstein Bots, Digital Engagement, and Omni-Channel.
  • Familiarity with the AWS ecosystem, including S3, Lex, and Polly.
  • Knowledge of Salesforce DevOps and CI/CD.
  • Agile project delivery experience.

About the Role:

This key leadership role requires expertise in Service Cloud Voice and Amazon Connect CTI Adapter implementations. If you have a passion for leading complex projects and driving business outcomes, this might be the opportunity for you.

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