Salesforce Service Cloud Voice Technical Lead (Amazon Connect)

This is a hybrid role based in Chicago, Dallas, Houston, Atlanta, New York. The Technical Lead will represent the team in project meetings, work with business and functional analysts, and software and solution architects to ensure that programs and systems function as intended. Supervise, mentor, and manage large teams of programmers in one or more projects.

What You Will Do

Develop, test, and integrate applications, frameworks, and tools in a controlled environment. Develop software-specific design and realization, as well as testing, deployment, and release management or technical application management of client-specific package-based solutions.

Why It Might Be a Fit

8+ years of Salesforce platform experience with at least 3+ years serving as a Technical Lead on enterprise-scale Service Cloud implementations. Proven hands-on experience delivering Salesforce Service Cloud Voice solutions integrated with Amazon Connect in a contact center environment.

Requirements

• 8+ years of Salesforce platform experience
• 3+ years serving as a Technical Lead on enterprise-scale Service Cloud implementations
• Proven hands-on experience delivering Salesforce Service Cloud Voice solutions integrated with Amazon Connect in a contact center environment
• Experience leading multiple end-to-end implementations involving Amazon Connect, Salesforce Service Cloud, and customer service transformation programs
• Deep expertise in Salesforce Service Cloud including Case Management, Omni-Channel Routing, Service Console, Knowledge, Entitlements, Milestones, and Digital Engagement
• Strong hands-on development experience with Apex, Lightning Web Components (LWC), SOQL, Salesforce Flows, and platform integration patterns
• Advanced knowledge of Amazon Connect including Contact Flows, CCP, CTI Adapter for Salesforce, screen pops, click-to-dial, call recording, call transfers, routing, and agent desktop experiences
• Hands-on AWS experience with services commonly used in contact center solutions including Lambda, S3, DynamoDB, IAM, Kinesis, and Amazon Connect APIs
• Strong understanding of contact center technologies including IVR, ACD, skills-based routing, queue management, workforce optimization, and operational reporting
• Experience designing and implementing real-time integrations between Salesforce, Amazon Connect, enterprise applications, and customer data platforms using REST APIs, Platform Events, middleware, and event-driven architectures
• Demonstrated leadership experience conducting solution design sessions, establishing development standards, performing code reviews, and mentoring onshore/offshore development teams
• Experience with DevOps and CI/CD practices using Salesforce DX, Git, Copado, Gearset, or similar release management tools
• Strong client-facing consulting skills with the ability to translate business requirements into scalable technical architectures and provide leadership during workshops, estimations, and solution planning
• Salesforce Platform Developer certification required; Service Cloud Consultant certification preferred. Amazon Connect and/or AWS certifications highly desirable.

Benefits

• Paid time off based on employee grade (A-F)
• Company paid holidays
• Personal Days
• Sick Leave
• Medical, dental, and vision coverage
• Retirement savings plans
• Life and disability insurance
• Employee assistance programs