Laksys Consulting

Call Center Representative

• Assess current-state architecture of Xima-based contact center environments
• Conduct gap analysis and define migration strategy to Amazon Connect
• Develop target-state architecture aligned with business, CX, and compliance requirements
• Engage with CIO/CTO and business stakeholders to align transformation roadmap
• Lead end-to-end migration from Xima to Amazon Connect, including: Contact flows (IVR) redesign, Call routing logic and queue configurations, Data migration and integration mapping
• Configure Amazon Connect components: Contact flows, queues, routing profiles, Amazon Lex bots (if applicable)
• Ensure minimal business disruption during cutover
• Integrate Amazon Connect with enterprise systems: CRM platforms (Salesforce, etc.), Ticketing systems, Data platforms / analytics tools
• Design and implement APIs and middleware for seamless data exchange
• Enable omnichannel capabilities (voice, chat, messaging)
• Define KPIs and dashboards for performance monitoring
• Implement best practices for: Security & compliance (HIPAA, SOC2, etc. where applicable), Cost optimization on AWS
• Provide post-migration optimization recommendations (AI, automation, analytics)
• Act as a trusted advisor to business and technical stakeholders
• Collaborate with cross-functional teams (engineering, CX, operations)
• Provide regular status updates, risks, and mitigation plans
• Support training and change management for end users

Contact Center Consultant

Sales

• Lead end-to-end implementation of Salesforce Commerce Cloud (SFCC)
• Design scalable B2C and/or B2B eCommerce architectures
• Configure: Product catalogs, pricing, promotions
• Checkout flows, payment integrations
• Customer journeys and personalization
• Ensure seamless omnichannel experience across web, mobile, and integrations
• Design and implement SPIFF programs to drive: Sales acceleration
• Product-specific pushes
• Channel partner engagement
• Define incentive models aligned to: Revenue targets
• Margin optimization
• Strategic product adoption
• Build frameworks for real-time incentive tracking and reporting
• Integrate SFCC with broader Salesforce stack: Sales Cloud (pipeline & opportunity tracking)
• Service Cloud (customer support integration)
• Marketing Cloud (campaigns & personalization)
• Collaborate with CRM and data teams for 360° customer view
• Define KPIs across commerce and sales incentives: Conversion rates
• Average order value (AOV)
• Sales uplift from SPIFF programs
• Build dashboards and reporting frameworks
• Continuously optimize promotions, pricing, and incentive effectiveness
• Partner with business stakeholders (Sales, Marketing, eCommerce, Finance)
• Translate business goals into technical and incentive design solutions
• Lead workshops, requirement gathering, and roadmap definition
• Drive change management and user adoption

Salesforce Commerce Cloud Consultant, Incentive Compensation (SPIFF)

Backend Engineer

• Support the migration of applications from Azure to AWS cloud environment.
• Develop and maintain applications using .NET technologies.
• Collaborate with cloud and DevOps teams to ensure smooth migration and deployment.
• Optimize application performance, scalability, and security in AWS.
• Troubleshoot and resolve technical issues during migration and post-deployment.

Cloud .Net Engineer

Salesforce Developer

• Design, develop, and implement Salesforce Revenue Cloud (CPQ & Billing) solutions
• Configure and customize Salesforce CPQ including product bundles, pricing rules, discount schedules, quote templates, and approval processes
• Implement Salesforce Billing features such as invoice generation, subscription management, payment processing, and revenue recognition
• Develop Apex classes, triggers, Lightning Web Components (LWC), and Flows to support business requirements
• Manage and enhance quote-to-cash processes ensuring scalability and performance
• Integrate Salesforce with external systems using REST/SOAP APIs and middleware tools
• Perform unit testing, support UAT, and manage deployments using CI/CD best practices
• Troubleshoot and resolve production issues and optimize system performance
• Collaborate with business stakeholders, architects, and functional teams to deliver high-quality solutions
• Maintain documentation and adhere to Salesforce development best practices

• Support and maintain legacy applications built on .NET Framework 4.5–4.8
• Debug, patch, and upgrade dependencies
• Troubleshooting SQL Server issues
• Execute manual data corrections with change management policies
• Understand and modify complex legacy codebases
• Work with Azure DevOps and AWS for application workflows
• Manage incidents and document processes clearly

Contact Center Consultant

Salesforce Commerce Cloud Consultant, Incentive Compensation (SPIFF)

Cloud .Net Engineer

Salesforce Developer

Senior .Net Engineer