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1 week ago
A highly skilled Salesforce consultant with extensive expertise in Service Cloud Voice and Amazon Connect CTI Adapter implementations is required.
Key Responsibilities:- Design and implement end-to-end solutions for Service Cloud Voice & Amazon Connect CTI Adapter.
- Configure CTI features: screen pop, IVR, call routing, call recording, reporting integrations.
- 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.
- 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.
- Hands-on AWS Lambda + Salesforce integration experience.
- Strong knowledge of Open CTI customization.
- Excellent client engagement, problem-solving, and stakeholder management.
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