Expert Salesforce Cloud Voice Implementer

6 hours ago

Belgaum, Karnataka, India beBeeConsultant Full time ₹ 24,09,600 - ₹ 30,24,000
Cloud Voice Consultant Leader

A Cloud Voice Consultant is required to design and implement advanced contact center solutions using Salesforce, Amazon Connect, and other technologies. This leadership role involves technical expertise, solutioning ability, and end-to-end implementation ownership.

Key Responsibilities:

  • Design and implement Service Cloud Voice & Amazon Connect CTI Adapter from start to finish.
  • Configure CTI features including screen pop, IVR, call routing, call recording, and reporting integrations.
  • Develop and integrate AWS Lambda functions for Amazon Connect.
  • Customize Open CTI interface 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.

Required Skills & Experience:

  • 6+ years in Salesforce consulting with a focus on Service Cloud.
  • Salesforce Administrator and Service Cloud Consultant certification.
  • Proven experience in Service Cloud Voice implementation.
  • 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 skills.

PREFERRED SKILLS:

  • Exposure to Einstein Bots, Digital Engagement, and Omni-Channel.
  • Familiarity with the AWS ecosystem, including S3, Lex, and Polly.
  • Knowledge of Salesforce DevOps and CI/CD.
  • Agile project delivery experience.

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