Salesforce Technical Implementation Expert

6 days ago

Jaipur, Rajasthan, India beBeeImplementation Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Salesforce Lead Consultant

Role Overview

This leadership position requires a highly skilled Salesforce expert with extensive experience in Service Cloud Voice and Amazon Connect CTI Adapter implementations. As a key member of our team, you will be responsible for leading end-to-end design and implementation of advanced contact center solutions leveraging Salesforce, Amazon Connect, Lambdas, and Open CTI capabilities.

  • Main Responsibilities:
  • Design and implement Service Cloud Voice & Amazon Connect CTI Adapter from scratch.
  • Configure CTI features such as screen pop, IVR, call routing, call recording, and reporting integrations.
  • Develop and integrate AWS Lambda functions for Amazon Connect.
  • Customize Open CTI interface to extend functionality.
  • 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.

Key Qualifications:

  • 6+ years in Salesforce consulting with a focus on Service Cloud.
  • Salesforce Administrator and Service Cloud Consultant certified.
  • Proven Service Cloud Voice implementation experience.
  • At least one full lifecycle Amazon Connect CTI Adapter implementation.
  • Hands-on AWS Lambda and Salesforce integration experience.
  • Strong knowledge of Open CTI customization.
  • Excellent client engagement, problem-solving, and stakeholder management.

Bonus 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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