Expert Salesforce Service Cloud Voice

2 days ago

Hubli, Karnataka, India beBeeExpert Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Senior Service Cloud Voice & Amazon Connect Consultant

This is a key role for an experienced consultant with expertise in delivering advanced contact center solutions using Salesforce, Amazon Connect, and AWS Lambda. The ideal candidate will have strong hands-on experience in designing, configuring, and deploying Service Cloud Voice & Amazon Connect CTI Adapter solutions.

  • Design and implement end-to-end Service Cloud Voice & Amazon Connect CTI Adapter solutions.
  • Configure CTI features such as screen pop, IVR, call routing, call recording, and reporting integrations.
  • Better integrate AWS Lambda functions with Amazon Connect.
  • Extend and customize functionality using Open CTI interface.
  • Collaborate with stakeholders to capture requirements and deliver scalable solutions.
  • Ensure seamless integration of voice, digital, and CRM workflows for optimized agent productivity.
  • Provide best practice guidance, governance, and performance optimization.
  • Mentor junior consultants and work cross-functionally with Salesforce and AWS teams.
  • Lead at least one full lifecycle Service Cloud Voice & Amazon Connect implementation.

The successful candidate will be highly skilled in Service Cloud consulting with a focus on Service Cloud Voice and Amazon Connect CTI Adapter implementation. They will also have proven expertise in AWS Lambda + Salesforce integration and strong knowledge of Open CTI customization. Excellent client engagement, problem-solving, and stakeholder management skills are essential for this role.

Key Requirements:

6+ years in Salesforce consulting with a focus on Service Cloud.

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.

PREFERRED SKILLS:

Familiarity with Einstein Bots, Digital Engagement, and Omni-Channel.

Knowledge of Salesforce DevOps & CI/CD.

Agile project delivery experience.

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