Salesforce Service Cloud Voice Technical Lead

Capgemini

United States

about 1 month ago

Role details

Contract type

Temporary contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

3 years minimum

Compensation

$115,398.0 - $180,294.0

Working hours

Regular working hours

Job source

www.indeed.com

Tech stack

Application Programming Interfaces (APIs) Amazon Web Services Amazon S3 Code Review Computer Telephony Integration Continuous Integration Customer Data Management Customer Interaction Management (Software) DevOps Amazon DynamoDB Middleware Identity and Access Management

+16 more

Routing Queue Management Systems Release Management Cloud Services Copado Salesforce.Com Systems Integration Amazon Connect Apex Code Enterprise Software Applications AWS Lambda Git Event Driven Architecture Salesforce Object Query Language (SOQL) Functional Programming Restful APIs

Job description

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

Requirements

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.

Benefits & conditions

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.