Job Responsibilities:

✦   Designing, developing, and maintaining contact center solutions that integrate Salesforce CRM with Amazon’s AWS cloud telephony.

✦   Design and configure Salesforce Service Cloud Voice and Amazon Connect, including contact flows, queues, and routing profiles.

✦   Develop server-side logic using Apex or Node.js, and integrate RESTful APIs to support telephony data.

✦   Build custom Lightning Web Components (LWC) for the Service Console to enhance agent experience.

✦   Create Interactive Voice Response (IVR) systems, develop Lambda-based integrations (Python/Node.js), implement Lex bots, and manage routing, queuing, and security policies.

✦   Develop, configure, and maintain Amazon Connect instances, contact flows, queues, and agent routing profiles.

✦   Integrate Amazon Lex for chatbots and Polly for text-to-speech functionality.

✦   Implement logging and monitoring via CloudWatch and manage IAM roles, permissions, and security.

✦   Connect Service Cloud Voice with AWS services for features like transcription, sentiment analysis, and call recording.

✦   Set up Salesforce Service Cloud features and Amazon Connect instances.

✦   Provide production support, incident response, root cause analysis, and on-call rotation.

✦   Work with security and network teams to ensure optimal performance and compliance.

✦   Perform debugging and testing to ensure high performance and reliability of voice-enabled features.

✦   Enable and configure workforce management features like forecasts, capacity planning, and scheduling.

✦   Maintain adherence to patient services standards and compliance requirements.

✦   Ensure solutions comply with PHI and PII regulations.

✦   Implement GDPR-compliant data handling, storage, and processing practices.

✦   Maintain patient data safety and privacy as the highest priority.

✦   Participate in compliance audits and implement remediation actions.

✦   Stay current with healthcare data regulations including HIPAA, GDPR, and other standards.

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Job Requirements:

✦   Bachelor’s degree in computer science, engineering, or a related field.

✦   Minimum of 5 years of relevant experience in software development.

✦   Proficiency in Apex, Trigger development, and Lightning Web Components (LWC).

✦   Proficiency in voice integration: Salesforce Service Cloud Voice and Amazon Connect.

✦   Strong understanding of Service Cloud, CTI, and Omni-Channel.

✦   Hands-on experience with AWS services such as Lambda, API Gateway, Kinesis, S3, Lex, and Polly.

✦   Strong implementation and integration experience with Amazon Connect contact flows and routing.

✦   Understanding of CTI protocols, IVR, and contact center telephony.

✦   Proficiency in REST and SOAP APIs and DevOps tools.

✦   Excellent communication and teamwork abilities.

✦   Ability to work in a fast-paced and collaborative environment.

✦   Familiarity with CI/CD tools and practices.

✦   Salesforce Platform Developer 1 certification and Salesforce Service Cloud Consultant certification is required.

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Job Application:

✦   Job Application Type: Link

​      Job Application Link: https://www.naukri.com/job-listings-salesforce-scv-engineer-sanofi-healthcare-india-private-limited-hyderabad-5-to-10-years-230626938134?src=jobsearchDesk&sid=17822777465432261_4&xp=16&px=5