Advanced Contact Center Solutions Leader

7 days ago


Jamnagar, Gujarat, India beBeeConsultant Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Title : Salesforce Lead Consultant

We are seeking a skilled professional to lead the design, configuration and deployment 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.

About the Role:
  • 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.
Key Responsibilities:
  1. Deliver scalable solutions by collaborating with stakeholders.
  2. Ensure seamless integration of voice, digital & CRM workflows for optimized agent productivity.
  3. Provide best practice guidance, governance & performance optimization.
  4. Mentor junior consultants & work cross-functionally with Salesforce & AWS teams.
Requirements:
  • 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.
Benefits:
  • Familiarity with AWS ecosystem (S3, Lex, Polly).
  • Knowledge of Salesforce DevOps & CI/CD.
  • Agile project delivery experience.


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