Work Model: You’ll work in a hybrid mode, onsite at your designated Regal Rexnord location, with flexibility to work remotely.

KEY RESPONSIBILITIES • Own our Amazon Connect and Salesforce Service Cloud Voice with a focus on reliability, scalability, and security. • Design, build, and maintain IVR/contact flows, routing strategies, queues, call recording/transcription, and analytics (e.g., Contact Lens). • Configure and govern Salesforce Voice: Omni-Channel routing, agent setup, call controls, dispositions, transcripts, visibility, and supervisor tooling. • Implement real-time features including call transcription and Einstein Conversation Insights; operationalize insights to improve agent coaching and QA. • Integrate voice data with Salesforce objects (Cases, Contacts, Activities, custom objects) to streamline agent workflows and reporting. • Establish observability, voice quality telemetry, and automate alerts, dashboards, and runbooks. • Deliver self-service reporting and dashboards (service levels, occupancy, contact outcomes, agent performance, voice/Omni KPIs).



• Partner with Network/Security to ensure identity/SSO, encryption, least-privilege IAM, and compliance across environments. • Provide production support for Amazon Connect and Service Cloud Voice; participate in an on-call rotation and after-hours releases. • Lead/assist incident response, root-cause analysis, and post-mortems; author standards, documentation, and mentor admins. • Collaborate cross-functionally (Product Owners, BAs, Developers, Data/Integrations) and operate within Agile/Scrum ceremonies. PROFESSIONAL EXPERIENCE/QUALIFICATIONS Technical Skills Required: • 6–10+ years in telephony/contact center engineering; 4+ years hands-on with Amazon Connect; 3+ years with Salesforce Service Cloud Voice. • Expertise in Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording. • Expertise in Salesforce Service Cloud/Voice: Omni-Channel, voice setup, agent configur

📌 Senior Administrator: Amazon Connect and Service Cloud Voice (Hyderabad)
🏢 Regal Rexnord
📍 Hyderabad