Design and implement Amazon Connect contact flows, including integrations with Lex bots and routing logic for voice and chat channels.
Lead the integration between Amazon Connect and Salesforce Service Cloud Voice, ensuring smooth data synchronization, call handling, and screen pop functionality.
Develop and maintain AWS Lambda functions, APIs using API Gateway, and supporting infrastructure for event-driven workflows.
Work closely with Salesforce developers and administrators to build CTI integrations, enhance user interfaces, and enable call transcription features.
Maintain a secure and reliable voice architecture, including proper IAM roles, encryption, and access controls.
Monitor system performance and usage through CloudWatch, Amazon Connect metrics, and Salesforce reporting tools.
Support DevOps initiatives, including CI/CD pipelines, infrastructure as code, and environment management using tools like CloudFormation, Terraform, or SAM.

Requirements

3+ years of hands-on experience with Amazon Connect, including advanced contact flow design and AWS integrations.
Proven experience integrating Amazon Connect with Salesforce Service Cloud Voice, including Contact Lens configuration, Salesforce CTI integration and softphone customization, real-time transcription and agent assistance features, and strong proficiency with AWS services such as Lambda, API Gateway, DynamoDB, S3, EventBridge, CloudWatch, and IAM.
Programming experience in JavaScript (Node.js) or Python.
Familiarity with Salesforce Service Cloud, Lightning Experience, and the Open CTI framework.
AWS certifications (e.g., Developer Associate or Solutions Architect Associate).
Salesforce certifications (e.g., Platform Developer I or Service Cloud Consultant).
Experience with Amazon Lex, Kinesis, or the Connect Streams API.
Knowledge of voice analytics, customer journey mapping, or AI-driven voice solutions.
Strong communication and documentation abilities, particularly in collaborative environments.
Ability to work independently and manage multiple priorities effectively.
Detail-oriented with a strong analytical mindset and a focus on delivering excellent customer experiences.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Amazon ConnectAWS LambdaAPI GatewayJavaScriptPythonSalesforce Service CloudContact LensCloudFormationTerraformEventBridge

Soft Skills

communicationdocumentationindependenceprioritizationanalytical mindsetcustomer experience focuscollaborationdetail-orientedleadershipproblem-solving

Certifications

AWS Developer AssociateAWS Solutions Architect AssociateSalesforce Platform Developer ISalesforce Service Cloud Consultant