Salesforce Consultant – Service Cloud Voice and Amazon Connect (Sahibzada Ajit Singh Nagar)

Salesforce Consultant – Service Cloud Voice and Amazon Connect (Sahibzada Ajit Singh Nagar)

We are hiring a Salesforce Consultant – Service Cloud Voice (SCV) and Amazon Connect for our client.

Role Summary
As a Salesforce Service Cloud Voice Consultant , you will play a key role in designing and delivering customer service solutions by integrating Salesforce Service Cloud Voice (SCV) with Amazon Connect and related telephony platforms.

This is a client-facing consulting role that blends business consulting, solution design, and technical configuration to enable seamless, scalable omnichannel contact center experiences.

Responsibilities
Lead client-facing workshops to identify requirements, customer service workflows, and contact center strategies.
Design, configure, and deliver Salesforce Service Cloud Voice and Amazon Connect solutions.
Define and implement IVR flows, call routing strategies, and omnichannel processes .
Develop user stories, solution designs, and technical specifications to guide project delivery.
Partner with technical teams (Developers, Architects, Admins) to ensure scalable, well-architected solutions.
Deliver end-user training, UAT support, and adoption workshops for business stakeholders.
Drive project success by managing expectations, ensuring quality, and providing post-go-live enhancements.
Stay current with Salesforce and AWS innovations, advising clients on best practices and future enhancements .

Key Success Factors
Strong ability to translate business needs into scalable Salesforce + Amazon Connect solutions .
Proven track record of leading client-facing workshops, documentation, and training .
In-depth knowledge of contact center operations, voice routing, and service processes .
Familiarity with VoIP protocols (SIP, WebRTC) and CTI architecture.
Excellent communication and interpersonal skills to influence stakeholders at all levels.
Strong problem-solving skills and ability to balance business/technical trade-offs.

Required Qualifications




5+ years of experience implementing Salesforce Service Cloud and Contact Center solutions .
Hands-on expertise in Service Cloud Voice (SCV) and Amazon Connect (mandatory).
Strong knowledge of Salesforce Service Cloud features: Omni-Channel, Case Management, Knowledge.
Familiarity with Salesforce configuration (Flows, Lightning, Reports/Dashboards) .
Experience creating documentation, user stories, and delivery specifications .
Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience.

Preferred Qualifications
Exposure to Einstein for Service (Service Replies, Work Summaries, Article Recommendations) .
Experience with Digital Engagement (Chat, WhatsApp, SMS) .
Knowledge of API integrations and middleware (MuleSoft, REST, Platform Events) .
Understanding of Salesforce Data Cloud or similar CDP solutions.
Salesforce certifications: Service Cloud Consultant, Administrator, Platform App Builder .
AWS Certifications (e.g., Amazon Connect CCP/Practitioner ) are a solid plus

Who You Should Be
Executive Presence : You’re confident and polished in front of senior stakeholders, able to build trust and credibility with Fortune 500 clients.
Strategic Communicator : You can distill complex technical concepts into clear, business-friendly narratives that resonate with non-technical executives.
Consultant First: You think beyond implementation asking the tough questions, identifying opportunities, and shaping data strategies that drive measurable outcomes.
Adaptive Leader: You thrive in fast-paced environments, seamlessly switching between architect, advisor, and delivery leader as needed.
Collaborative & Positive: You bring energy and optimism, helping teams stay focused and motivated even under pressure.
Impact-Oriented: You want to make a significant difference for clients and you’re motivated by the opportunity to deliver outsized results and capture outsized rewards.

📌 Salesforce Consultant – Service Cloud Voice and Amazon Connect (Sahibzada Ajit Singh Nagar)
🏢 Salesmantu
📍 Sahibzada Ajit Singh Nagar