Role: Service Cloud Developer
Start Date: ASAP
End Date: 12Months+ Extension possible
Capacity: 5 days a week
Location: 100% Remote
Language: English
Job Description:
Tasks:
Designing and implementing solutions using Salesforce Service Cloud Voice integrated with Amazon Connect .
Responsible for setting up and optimizing call routing, contact flows, and IVR systems within Amazon Connect.
Develop custom components, Lightning Web Components (LWC), and Apex classes to extend Service Cloud Voice capabilities.
Customizing omnichannel settings to integrate digital channels (voice, WhatsApp, virtual agents, bots, etc.) will also be a key part of the role.
Monitor and troubleshoot any issues related to call routing, screen pops, and telephony integration.
Required Skills:
Knowledge of Digital Engagement for expanding beyond voice channels is also important.
Technically, we're looking for someone with:
Proficiency in AWS services like Connect Contact Flows and AWS Lambda .
Extensive knowledge of Service Cloud functionalities, including Omnichannel, CTI integrations, and case management.
Familiarity with the Salesforce Voice Call object model and real-time transcription features.