Salesforce Service Cloud Voice Technical Lead

Remote Contract (5 months 19 days) Published 15 hours ago queue management salesforce service cloud case management CI/CD salesforce development AWS certification REST APIs integration AWS lambda

• 8+ years of Salesforce platform experience with at least 3+ years serving as a Technical Lead on enterprise-scale Service Cloud implementations.
• Proven hands-on experience delivering Salesforce Service Cloud Voice solutions integrated with Amazon Connect in a contact center environment.
• Experience leading multiple end-to-end implementations involving Amazon Connect, Salesforce Service Cloud, and customer service transformation programs.
• Deep expertise in Salesforce Service Cloud including Case Management, Omni-Channel Routing, Service Console, Knowledge, Entitlements, Milestones, and Digital Engagement.
• Strong hands-on development experience with Apex, Lightning Web Components (LWC), SOQL, Salesforce Flows, and platform integration patterns.
• Advanced knowledge of Amazon Connect including Contact Flows, CCP, CTI Adapter for Salesforce, screen pops, click-to-dial, call recording, call transfers, routing, and agent desktop experiences.
• Hands-on AWS experience with services commonly used in contact center solutions including Lambda, S3, DynamoDB, IAM, Kinesis, and Amazon Connect APIs.
• Strong understanding of contact center technologies including IVR, ACD, skills-based routing, queue management, workforce optimization, and operational reporting.
• Experience designing and implementing real-time integrations between Salesforce, Amazon Connect, enterprise applications, and customer data platforms using REST APIs, Platform Events, middleware, and event-driven architectures.
• Demonstrated leadership experience conducting solution design sessions, establishing development standards, performing code reviews, and mentoring onshore/offshore development teams.
• Experience with DevOps and CI/CD practices using Salesforce DX, Git, Copado, Gearset, or similar release management tools.
• Strong client-facing consulting skills with the ability to translate business requirements into scalable technical architectures and provide leadership during workshops, estimations, and solution planning.
• Salesforce Platform Developer certification required; Service Cloud Consultant certification preferred. Amazon Connect and/or AWS certifications highly desirable.

Pulled from the full job description

• Health insurance
• Retirement plan
• Vision insurance
• Dental insurance, The pay range that the employer in good faith reasonably expects to pay for this position is $55.48/hour - $86.68/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.

Capgemini ist einer der weltweit führenden Anbieter von Management- und IT-Beratung, Technologie-Services und Digitaler Transformation. Als ein Wegbereiter für Innovation unterstützt das Unternehmen seine Kunden bei deren komplexen Herausforderungen rund um Cloud, Digital und Plattformen.