Senior Salesforce Engineer – AWS Connect, Contact Center

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the technical design, global routing, SIP trunking, and carrier integration utilizing AWS Connect.

• Create and enhance a unified presence for voice, chat, and digital channels across four global support centers by leveraging Salesforce Service Cloud Voice – AWS Connect products.

• Manage the integration between AWS Connect and Salesforce Service Cloud Voice to ensure a seamless experience for agents.

• Build CI/CD pipelines and implement Infrastructure as Code (IaC) to swiftly deploy changes to the contact center in a dynamic environment.

⛳️ Requirements

• A minimum of 6 years of experience in contact center architecture.

• At least 3 years specifically dedicated to extensive AWS Connect implementations.

• AWS Certified Solutions Architect or specialized AWS networking/telephony certifications are strongly preferred.

• AWS Connect Mastery (Required): Expert-level proficiency in Contact Flows, Contact Lens, Lex bots, Lambda integrations, and AWS telephony infrastructure.

• Telephony Architecture (Required): Comprehensive understanding of SIP, WebRTC, VoIP, global telecom carrier regulations, and number porting.

• Multi-Channel Experience: Demonstrated success in managing routing, queuing, and analytics for global multi-channel contact centers.

• Salesforce Ecosystem: Strong knowledge of Salesforce Service Cloud, Service Cloud Voice (SCV), and Omni-Channel routing.

• Agile Mindset: Capacity to function as a hands-on tech lead in an agile, 18-month-old startup environment.

🏝️ Benefits

• HDHP and PPO Medical Plans.

• Buy-up plans for both Dental and Vision.

• Ancillary benefits such as Accident, Critical Illness, and Hospital Indemnity.

• Short-term and Long-term Disability coverage.

• Voluntary Life insurance.

• Legal services along with various add-ons.

• 401(k) package that includes an Employer Match of 100% up to the first 4% and 50% on the next 2%, with immediate vesting.