Salesforce Contact Center Expert

14 hours ago

Allahabad, Uttar Pradesh, India beBeeServiceCloud Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Job Title

Description: As a seasoned professional, you will be instrumental in designing and implementing cutting-edge contact center solutions leveraging Salesforce, Amazon Connect, AWS Lambda functions, and Open CTI capabilities.

Key Responsibilities:

  • Lead the development of Service Cloud Voice & Amazon Connect CTI Adapter implementations from scratch to delivery.
  • Configure advanced CTI features such as screen pop, IVR, call routing, call recording, reporting integrations, and data analytics.
  • Collaborate with stakeholders to capture requirements and deliver scalable solutions that meet business needs.
  • Ensure seamless integration of voice, digital, and CRM workflows for optimized agent productivity and enhanced customer experience.
  • Mentor junior consultants and work cross-functionally with Salesforce and AWS teams to drive successful project outcomes.
  • Stay up-to-date with industry trends and best practices to continuously improve service delivery and quality.

Required Skills and Qualifications:

  • 6+ years of experience in Salesforce consulting, with a focus on Service Cloud implementations.
  • Proven expertise in Service Cloud Voice implementation and Amazon Connect CTI Adapter configuration.
  • Hands-on experience with AWS Lambda + Salesforce integration, Open CTI customization, and agile project delivery methodologies.
  • Excellent client engagement, problem-solving, and stakeholder management skills.

Preferred Skills:

  • Familiarity with Einstein Bots, Digital Engagement, and Omni-Channel platforms.
  • Knowledge of Salesforce DevOps and CI/CD pipelines.
  • Experience with Agile project delivery and Scrum frameworks.

Why Choose Us?

We are a leading provider of innovative technology solutions, dedicated to empowering our clients with cutting-edge tools and expert knowledge. Our collaborative environment fosters growth, innovation, and excellence in all aspects of our work. Join us in shaping the future of customer service and experience.

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