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Salesforce Lead Consultant – Service Cloud Voice & Amazon Connect CTI

Key Responsibilties:

Lead end-to-end design & implementation of Service Cloud Voice & Amazon Connect CTI Adapter
Configure CTI features: screen pop, IVR, call routing, call recording, reporting integrations
Build and integrate with AWS Lambda functions for Amazon Connect
Extend & customize functionality using Open CTI interface
Collaborate with stakeholders to capture requirements and deliver scalable solutions
Ensure seamless integration of voice, digital & CRM workflows for optimized agent productivity
Provide best practice guidance, governance & performance optimization
Mentor junior consultants & work cross-functionally with Salesforce & AWS teams
Lead at least one full lifecycle Service Cloud Voice & Amazon Connect implementation

Required Skills & Experience:

6+ years in Salesforce consulting (Service Cloud focus)
Salesforce Administrator & Service Cloud Consultant certified
Proven Service Cloud Voice implementation experience
1+ full lifecycle Amazon Connect CTI Adapter implementation
Hands-on AWS Lambda + Salesforce integration experience
Strong knowledge of Open CTI customization
Excellent client engagement, problem-solving & stakeholder management

We specialize in harnessing the power of Salesforce to drive your business success. From implementation and customization to integration and support, we deliver tailored solutions for sales, service, marketing, and more.