Job Responsibilities:

✦   Design, build, and optimize Amazon Connect Contact Flows (IVR, queue flows, disconnect flows, callback flows, voicemail, last-agent routing).

✦   Configure and manage Phone Numbers (DIDs, toll-free), routing profiles, and queues.

✦   Implement Agent Experience features – Contact Control Panel (CCP), call controls, metrics.

✦   Implement call recordings, S3 storage, encryption policies, and retention settings.

✦   Develop Lambda functions for API-based integrations and dynamic routing logic.

✦   Configure Call Disposition / Wrap-Up codes and return values to external systems.

✦   Integrate Amazon Connect with Salesforce (Salesforce Voice / Service Cloud).

✦   Map caller ID / ANI to Lead/Contact → enable screen pop on inbound calls.

✦   Develop bidirectional data flows using AWS Lambda, Amazon Connect Streams API, Amazon EventBridge, Amazon SQS / SNS.

✦   Work closely with CRM teams to ensure consistent logging of call activities and outcomes.

✦   Build solutions for outbound click-to-call, last-agent routing, skill-based routing, automated messaging on call outcome, voicemail routing, and queue-based dashboards.

✦   Implement real-time and historical reports using Amazon Connect, CloudWatch, or QuickSight.

✦   Apply IAM best practices (least privilege access).

✦   Secure S3 buckets, encryption, retention policies.

✦   Ensure compliance with telephony regulations (TCPA, Do-Not-Call rules).

✦   Conduct functional and UAT testing.

✦   Implement CI/CD best practices using CloudFormation or IaC tools.

✦   Monitor deployments across multiple environments.

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Job Requirements:

✦   Strong hands-on experience in Amazon Connect.

✦   Proficiency in AWS services:

✦   AWS Lambda

✦   Amazon S3

✦   Amazon DynamoDB

✦   Amazon CloudWatch

✦   IAM

✦   SNS / SQS

✦   API Gateway.

✦   Experience integrating with Salesforce Voice, Service Cloud, or other CRMs.

✦   Strong JavaScript or Python development skillset (for Lambda).

✦   Familiarity with JSON, REST APIs, and secure integrations.

✦   Experience in telephony concepts:

✦   SIP

✦   Call flows

✦   ANI, DNIS

✦   Short-code / long-code routing

✦   Recording retention.

✦   Strong communication and documentation skills.

✦   Ability to work with cross-functional teams (CRM, Marketing Cloud, Telephony, Networking).

✦   Analytical problem-solving skills with attention to detail.

✦   Ability to manage priorities in a fast-paced environment.

✦   Experience with Salesforce Voice or Amazon Connect CTI Adapter.

✦   Knowledge of Amazon Lex, Polly, Kinesis, or QuickSight.

✦   Experience in Education sector or CRM-driven contact center solutions.

✦   Salesforce Admin or AWS Associate certification (nice to have).

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Job Application:

✦   Job Application Type: Link

​      Job Application Link: https://www.linkedin.com/jobs/search/?currentJobId=4376772126&f_TPR=r86400&keywords=salesforce&location=India&sortBy=R&start=25