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
Own the integration between AWS Connect and Salesforce Service Cloud Voice to create a seamless agent desktop
Develop CI/CD pipelines and Infrastructure as Code (IaC) to rapidly deploy contact center changes in a fast-paced environment

6+ years of contact center architecture experience
3+ years explicitly focused on deep AWS Connect implementations
AWS Certified Solutions Architect or specialized AWS networking/telephony certifications are highly preferred.
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

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
legal services along with multiple add-ons
401(k) Package includes an Employer Match of 100% up to the first 4% and 50% on the next 2% with immediate vesting

Senior Salesforce Engineer – AWS Connect, Contact Center

Key skills