Senior Administrator: Amazon Connect and Service Cloud Voice
HybridHyderabad, Telangana, India
Job Summary
Own Amazon Connect and Salesforce Service Cloud Voice with a focus on reliability, scalability, and security. Design, build, and maintain IVR/contact flows, routing strategies, queues, call recording/transcription, and analytics. Configure and govern Salesforce Voice features including Omni-Channel routing, agent setup, call controls, and supervisor tooling. Implement real-time features like call transcription and Einstein Conversation Insights to improve agent coaching. Integrate voice data with Salesforce objects and establish observability, voice quality telemetry, and automated alerts. Deliver self-service reporting on service levels, occupancy, and agent performance. Partner with Network/Security to ensure identity, encryption, and compliance. Provide production support, participate in on-call rotation, and lead incident response and root-cause analysis. Collaborate cross-functionally within Agile/Scrum ceremonies.
Required Qualifications
- 6–10+ years in telephony/contact center engineering
- 4+ years hands-on with Amazon Connect
- 3+ years with Salesforce Service Cloud Voice
- Expertise in Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording
- Expertise in Salesforce Service Cloud/Voice: Omni-Channel, voice setup, agent configuration, transcripts, analytics, integration patterns
- Proficiency with AWS services: Lambda, CloudWatch, and/or IAM
- Strong understanding of telephony fundamentals: SIP, RTP, PSTN, number management
- Security, compliance, and data governance for contact center platforms
- Certified Salesforce Service Cloud Consultant
- 3+ years Salesforce Administrator experience with strong Service Cloud focus
- hands-on with Service Cloud Voice
- Experience integrating/supporting Amazon Connect with Salesforce
- familiarity with CTI troubleshooting and voice analytics/transcripts
- Strong grasp of Salesforce data model, object relationships, data dependencies, and the impact of configuration changes on automation, integrations, and reporting
- Proficiency with Salesforce automation tools (Flows, validation rules)
- experience building Service screen flows and record-triggered flows
- Excellent communication and stakeholder management
- ability to translate business needs into resilient technical solutions
- Agile/Scrum experience
- strong attention to detail
- data accuracy
- a customer-first mindset
Desired Qualifications
- Agentforce experience
- Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant)
- AWS Solutions Architect/Developer/DevOps certifications
- Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools
- Real-time analytics/BI using CTRs/transcripts/contact data
- SSO/identity (Okta/Azure AD) and enterprise change/release management
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