Senior Administrator: Amazon Connect and Service Cloud Voice
Core
Design, build, and maintain Amazon Connect and Salesforce Service Cloud Voice environments to ensure reliability, scalability, and security for contact center operations.
Role type
Senior IC Contact Center Voice Engineer (Amazon Connect & Salesforce)
Builds
Production contact center voice solutions, IVR flows, routing strategies, and integrated reporting dashboards.
Domain
Industrial manufacturing / Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Amazon Connect configuration, Salesforce Service Cloud Voice, AWS Lambda, SIP/RTP/PSTN fundamentals, Salesforce Flows, Contact Lens, Omni-Channel routing, IAM/SSO integration
Preferred skills
Agentforce, AWS Solutions Architect, Genesys Cloud/Five9/Twilio experience, real-time BI analytics
Technologies
Amazon Connect, Salesforce Service Cloud, AWS Lambda, CloudWatch, Contact Lens, Einstein Conversation Insights, Okta/Azure AD
Responsibilities
Design and maintain IVR/contact flows and routing strategies; Configure and govern Salesforce Voice including Omni-Channel and agent setup; Implement real-time call transcription and operationalize insights; Integrate voice data with Salesforce objects; Establish observability, telemetry, and automated alerts; Deliver self-service reporting dashboards; Provide production support and participate in on-call rotation; Lead incident response and root-cause analysis.
Seniority
Senior, hands-on IC
