Contact Center Consultant - Salesforce CRM Integration (5-7 yrs)

About the Role :

We are seeking a highly skilled and experienced Contact Center Consultant to join our team.

This role will be instrumental in designing, implementing, and maintaining cutting-edge contact center solutions, leveraging the power of Amazon Connect and Salesforce CRM integration.

The ideal candidate will possess a deep understanding of contact center technologies, a strong background in AWS services, and proven experience in leading technical projects.

You will be a key contributor to delivering exceptional customer experiences through innovative and efficient solutions.

Responsibilities :

- Solution Design & Implementation : Lead the design and implementation of contact center solutions, focusing on Amazon Connect, Salesforce integration, and other relevant technologies. This includes requirements gathering, solution architecture, configuration, testing, and deployment.

- Amazon Connect Expertise : Demonstrate deep expertise in Amazon Connect, including call routing, contact flows, agent management, reporting, and integrations.

- Salesforce Integration : Design and implement seamless integration between Amazon Connect and Salesforce CRM, enabling efficient data flow and enhanced agent productivity. This includes leveraging Salesforce APIs and Apex development where necessary.

- Call Routing & Dynamic Messaging : Develop and implement sophisticated call routing strategies with dynamic messaging capabilities, optimizing customer experience and agent efficiency.

- AWS Cloud Proficiency : Utilize various AWS services, including Lambda, DynamoDB, API Gateway, Lex (Voice/Chat Bots), S3, and Amazon Connect Streams, to build robust and scalable contact center solutions.

- Programming & Scripting : Apply programming skills in Node.js, Python, or Java to automate tasks, develop custom integrations, and enhance contact center functionality.

- CI/CD & Version Control : Utilize CI/CD pipelines and version control tools (GitHub or Bitbucket) to ensure efficient and reliable software development and deployment.

- WebRTC & SIP : Demonstrate familiarity with WebRTC and SIP technologies, understanding their role in modern contact center solutions.

- Technical Leadership : Lead and mentor junior team members, providing technical guidance and fostering a collaborative environment.

- Documentation & Knowledge Sharing : Create and maintain comprehensive documentation for implemented solutions, including design documents, user manuals, and training materials.

- Problem Solving & Troubleshooting : Effectively troubleshoot technical issues and provide timely resolutions to ensure smooth operation of contact center solutions.

- Stay Current : Keep abreast of the latest trends and advancements in contact center technologies, particularly within the AWS and Salesforce ecosystems.

Required Skills & Experience :

- Experience : 5+ years of experience leading customer-facing technical projects in Contact Center Technologies.

- Amazon Connect : 4-5 years of hands-on experience working with Amazon Connect.

- Salesforce CRM : Expertise in Salesforce CRM integration.

- Call Routing : 3+ years of experience designing and implementing call routing with dynamic messaging.

- AWS Services : Proficiency with AWS services, including Lambda, DynamoDB, API Gateway, Lex (Voice/Chat Bots), S3, and Amazon Connect Streams.

- Programming : Programming skills in Node.js, Python, or Java.

- CI/CD : Experience with CI/CD pipelines and version control tools like GitHub or Bitbucket.

- WebRTC/SIP : Familiarity with WebRTC and SIP technologies.

Preferred Qualifications :

- AWS Certified Developer Associate certification.

- Experience with other contact center platforms (e.g, Genesys, Avaya).

- Knowledge of Agile development methodologies.

- Strong communication and interpersonal skills