Senior Salesforce Implementation Specialist
2 days ago
Job Role
Seeking a senior Salesforce consultant with expertise in Service Cloud Voice and Amazon Connect CTI Adapter implementation.
The ideal candidate will have hands-on experience designing, configuring, and deploying advanced contact center solutions using Salesforce, Amazon Connect, AWS Lambda, and Open CTI capabilities.
This is a client-facing leadership role requiring strong technical expertise, solutioning ability, and end-to-end implementation ownership.
Key Responsibilities:
- Design and implement Service Cloud Voice and Amazon Connect CTI Adapter from start to finish.
- Configure CTI features such as screen pop, IVR, call routing, call recording, reporting integrations.
- Build and integrate AWS Lambda functions for Amazon Connect.
- Extend and customize functionality using the Open CTI interface.
- Collaborate with stakeholders to capture requirements and deliver scalable solutions.
- Ensure seamless integration of voice, digital, and CRM workflows for optimal 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 and Amazon Connect implementation.
Required Skills & Qualifications:
- 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.
- At least one full lifecycle Amazon Connect CTI Adapter implementation.
- 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:
- Familiarity with Einstein Bots, Digital Engagement, and Omni-Channel.
- Knowledge of Salesforce DevOps and CI/CD.
- Agile project delivery experience.
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