Company: Ri8 Solution Consultancy Pvt. Ltd.

Job Type: Full-Time

Work Mode: Remote

Shift: 3:00 PM – 12:00 AM IST

Experience: 6+ Years

Notice Period: Immediate Joiners Preferred

About the Role

We are looking for an experienced Salesforce Service Cloud Voice Consultant with solid expertise in Service Cloud Voice (SCV) integrated with Amazon Connect . The ideal candidate should have hands-on experience designing, configuring, and supporting enterprise contact center solutions using Salesforce Service Cloud and Amazon Connect.

This role is best suited for professionals with deep knowledge of Salesforce Service Cloud and Amazon Connect administration , rather than AWS infrastructure engineering.

Key Responsibilities

- Design and implement Salesforce Service Cloud Voice solutions with Amazon Connect.
- Configure and manage Service Cloud features including Case Management, Knowledge, Entitlements, and Lightning Service Console.
- Build and optimize Omni-Channel routing, skills-based routing, queues, and agent capacity models.
- Configure Contact Center, Voice Call objects, screen pops, call recording, transcription, and after-call work.
- Develop and maintain Amazon Connect contact flows, routing profiles, queues, IVR, prompts, and Contact Lens.
- Customize solutions using Apex, Lightning Web Components (LWC), Flow, Platform Events, and Invocable Actions.
- Ensure compliance with call recording, data privacy,



and retention policies.
- Build operational dashboards and reports for contact center performance and analytics.

Required Skills
- Strong experience with Salesforce Service Cloud.
- Hands-on experience with Service Cloud Voice (SCV) and Amazon Connect.
- Expertise in Omni-Channel configuration and routing.
- Experience designing Amazon Connect contact flows.
- Strong knowledge of telephony concepts, IVR, routing, transfers, callbacks, and queue management.
- Experience with Apex, LWC, Salesforce Flow, and Platform Events.
- Knowledge of release management and multi-environment deployments.
- Experience with reporting, dashboards, Omni Supervisor, and Contact Lens analytics.

Nice to Have
- Agentforce for Voice / Voice AI
- Einstein Conversation Insights
- Amazon Lex or Amazon Q
- MuleSoft Integration
- Open CTI experience
- Legacy telephony migration experience
- Workforce Management integrations

Preferred Candidate
- 6+ years of Salesforce experience with strong Service Cloud expertise.
- Proven experience implementing enterprise contact center solutions.
- Excellent communication and stakeholder management skills.
- Immediate joiners are highly preferred.

Interested candidates can share their updated resume along with:
- Current CTC
- Expected CTC
- Notice Period / Earliest Joining Availability

? Email: [email protected]

📌 Salesforce Service Cloud Voice Consultant (Amazon Connect) (India)
🏢 Ri8 solution
📍 India