Job Description
About the job
Main Responsibilities
A Salesforce Service Cloud Voice Engineer’s job involve designing, developing, and maintaining contact center solutions that integrate Salesforce CRM with Amazon's AWS cloud telephony, focusing on unified agent desktops, AI-driven insights (Lex, Polly), automated tasks (call summaries), Omni-Channel routing, and leveraging AWS services like Lambda, S3, Kinesis, and API Gateway for robust, scalable CTI/IVR functionality within Salesforce.
Key Responsibilities:
SCV Implementation & Configuration: Design and configure Salesforce Service Cloud Voice and Amazon Connect, including contact flows, queues, and routing profiles.
Backend & API Development: Develop server-side logic using Apex, or Node.js, and integrate RESTful APIs to support telephony data
Customization: Build custom Lightning Web Components (LWC) for the Service Console to enhance agent experience.