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 configuration, transcripts, analytics, integration patterns. - Proficiency with AWS services: Lambda, CloudWatch, and/or IAM. - Strong understanding of telephony fundamentals: SIP, RTP, PSTN, number management. - Security, compliance, and data governance for contact center platforms. Other Skills Required: - Certified Salesforce Service Cloud Consultant (required). - 3+ years Salesforce Administrator experience with strong Service Cloud focus; hands-on with Service Cloud Voice. - Experience integrating/supporting Amazon Connect with Salesforce; familiarity with CTI troubleshooting and voice analytics/transcripts. - Strong grasp of Salesforce data model, object relationships, data dependencies, and the impact of configuration changes on automation, integrations, and reporting. - Proficiency with Salesforce automation tools (Flows,



validation rules); experience building Service screen flows and record-triggered flows. - Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions. - Agile/Scrum experience; strong attention to detail, data accuracy, and a customer-first mindset. Preferred but not required: - Agentforce experience. - Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications. - Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools. - Real-time analytics/BI using CTRs/transcripts/contact data. - SSO/identity (Okta/Azure AD) and enterprise change/release management.

About Regal Rexnord : The Company’s end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

Notification to Agencies : Please note that Regal Rexnord Corporation and its affiliates and subsidiaries ("Regal Rexnord") do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement or similar contract and approval from HR to submit resumes for a specific requisition, Regal Rexnord will not consider or approve payment to any third-parties for hires made.

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