Senior Specialist - Software Engineering

LTIMindtreeMilwaukee - Wisconsin - USASenior

ActiveVerified 3d ago

Job description

Role description

Senior Salesforce Voice Amazon Connect Engineer to serve as a hands on Subject Matter Expert for Salesforce Voice Omni Channel Service Cloud Amazon Connect and enterprise contact center technologies This role partners closely with Solution Architects Service Operations Telephony Teams Salesforce Administrators Infrastructure Teams Security Teams and AWS Engineering teams to design implement support and optimize voice enabled customer engagement solutions

Senior Salesforce Voice Amazon Connect Engineer to serve as a hands on Subject Matter ExpertSenior Salesforce Voice Amazon Connect Engineer to serve as a hands on Subject Matter Expertfor Salesforce Voice Omni Channel Service Cloud Amazon Connect and enterprise contact center technologies This role partners closely with Solution Architects Service Operations Telephony Teams Salesforce Administrators Infrastructure Teams Security Teams and AWS Engineering teams to design implement support and optimize voice enabled customer engagement solutions

This individual is a senior technical contributor responsible for configuring integrating administering troubleshooting and enhancing Salesforce Voice operating in a Bring Your Own Telephony model using enterprise owned AWS infrastructure and an Amazon Connect Customer instance

Scope Accountability Impact:

Scope Accountability Impact:Scope Accountability Impact:

5 to 10 years of experience supporting enterprise contact center telephony customer service CRM or cloud communication platforms

5 years of Salesforce Service Cloud and OmniChannel experience

3 years of experience supporting Amazon Connect and cloud contact center solutions

Develops and supports enterprise voice capabilities connecting Salesforce Amazon Connect AWS services and customer service operations

Identifies and escalates platform telephony integration security reliability and operational risks to Solution Architects and platform leadership

Supports highly available customer facing solutions tied to business critical client and associate interactions

Operates effectively in regulated enterprise environments where call handling recordings access controls logging and retention requirements must be addressed

Key Responsibilities

Key ResponsibilitiesKey Responsibilities

Salesforce Voice Administration Configuration

OmniChannel Agent Routing

Amazon Connect AWS Platform Support

Integration Solution Delivery

Operational Excellence Platform Governance

Required Qualifications

Direct handson experience with Salesforce Voice Service Cloud Voice

Strong experience with Salesforce Service Cloud and OmniChannel administration

Experience supporting Amazon Connect contact center environments

Experience supporting Bring Your Own Telephony architectures using enterpriseowned AWS infrastructure and Amazon Connect capabilities

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