- Design, develop, and maintain Amazon Connect contact flows and IVR applications.
- Implement and support Salesforce Voice / Service Cloud Voice solutions.
- Build and maintain AWS Lambda functions and serverless integrations.
- Integrate Amazon Connect with Salesforce Service Cloud, Omni-Channel, and other enterprise systems.
- Develop intelligent call routing, queue management, screen pops, and customer authentication workflows.
- Build and support REST API integrations using AWS services and Salesforce technologies.
- Monitor platform performance, troubleshoot issues, and ensure high availability and reliability.
- Optimize customer experience by reducing call handling time and improving routing accuracy.
? Required Qualifications
- Bachelor’s degree in Computer Science,
Information Systems, or a related field.
- 5+ years of software engineering experience.
- 3+ years of hands-on Amazon Connect development experience.
- 3+ years of Salesforce development or platform experience.
- Experience implementing Salesforce Voice or Service Cloud Voice.
- Robust expertise in AWS Lambda, IVR design, and contact flow development.
- Proficiency in JavaScript/TypeScript, Apex, REST APIs, JSON, AWS SDKs, and Git.
- Experience with AWS services including API Gateway, DynamoDB, CloudWatch, S3, SNS/SQS, IAM, and EventBridge.