Senior Salesforce Engineer - AWS Connect & Contact Center

Key Responsibilities

• Lead the technical design, global routing, SIP trunking, and carrier integration using AWS Connect.
• Design and scale a unified footprint for voice, chat, and digital channels across 4 global support centers using the Salesforce Service Cloud Voice – AWS Connect products.
• Create a seamless agent desktop by owning the integration between AWS Connect and Salesforce Service Cloud Voice.
• Develop CI/CD pipelines and Infrastructure as Code (IaC) to rapidly deploy contact center changes in a fast-paced environment.

Required Skills & Qualifications

• AWS Connect Mastery (Required): Expert-level knowledge of Contact Flows, Contact Lens, Lex bots, Lambda integrations, and AWS telephony infrastructure.
• Telephony Architecture (Required): Deep understanding of SIP, WebRTC, VoIP, global telecom carrier regulations, and number porting.
• Multi-Channel Experience: Proven track record of managing routing, queuing, and analytics for global multi-channel contact centers.
• Salesforce Ecosystem: Strong familiarity with Salesforce Service Cloud, Service Cloud Voice (SCV), and Omni-Channel routing.
• Agile Mindset: Ability to act as a hands-on tech lead in an agile, 18-month-old startup environment.

Desirable Skills (Nice to Have)

• Experience with Salesforce AI capabilities (Einstein Copilot, Next Best Action, Einstein Analytics).
• Experience handling IoT data streams, utility sector workflows, or renewable energy asset monitoring.

Physical Requirements

Extended period working at a computer workstation.

Benefits

• HDHP and PPO Medical Plans
• Buy-up plans for both Dental and Vision
• Ancillaries such as Accident, Critical illness, Hospital indemnity, Short term and Long-Term Disability
• Voluntary Life, and legal services
• Multiple add-ons
• 401(k) Package including an Employer Match of 100% up to the first 4% and 50% on the next 2% with immediate vesting.

Equal Employment Opportunity

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. We appreciate the capabilities of artificial intelligence (AI), and we are looking to hire real people. If you use AI for any part of the job application process, we highly encourage that you review any AI generated content to ensure your personality and unique capabilities are highlighted. We reserve the right to disqualify candidates that we reasonably believe solely relied on AI generated content in the application process.