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

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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. QUALIFIED 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:

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