Senior Software Engineer – Amazon Connect & Salesforce Voice

• Senior Software Engineer – Amazon Connect & Salesforce Voice1 We are seeking an experienced Senior Software Engineer specializing in Amazon Connect, Salesforce Voice, IVR development, and cloud-based contact center solutions . This role will be responsible for designing, developing, and supporting enterprise telephony solutions that integrate Amazon Connect with Salesforce Service Cloud and Salesforce Voice.
• The ideal candidate will have hands-on experience building sophisticated IVR applications, implementing intelligent call routing strategies, developing AWS Lambda functions, and integrating customer data across cloud platforms to create seamless customer support experiences.
• Key Responsibilities
• Contact Center Development

• •Design, develop, and maintain Amazon Connect contact flows and telephony solutions.
• •Configure and optimize Salesforce Voice integrations with Amazon Connect.
• •Implement advanced call routing strategies using skills-based, queue-based, and Omni-Channel routing.
• •Build self-service IVR solutions using DTMF, speech recognition, and customer authentication workflows.
• •Develop and enhance inbound, outbound, callback, and voicemail capabilities.

AWS Development

• •Develop and maintain AWS Lambda functions supporting telephony and customer engagement workflows.
• •Design serverless integrations using AWS services including:
• •Lambda
• •DynamoDB
• •API Gateway
• •S3
• •SNS
• •SQS
• •CloudWatch
• •EventBridge
• •Implement secure integrations between AWS and Salesforce platforms.

Salesforce Development

• •Configure Salesforce Voice and Service Cloud Voice capabilities.
• •Develop Apex, Flows, and integrations supporting Voice workflows.
• •Implement Omni-Channel routing and workforce management solutions.
• •Create screen pops, customer identification workflows, and automated case creation processes.
• •Integrate customer, product, and support data into voice experiences.

Integration & Automation

• •Design REST and SOAP API integrations between Salesforce, AWS, and third-party applications.
• •Create customer lookup and authentication services.
• •Implement real-time data synchronization for contact center operations.
• •Develop monitoring, logging, and alerting solutions.

Architecture & Support

• •Participate in solution architecture and technical design reviews.
• •Create technical documentation, diagrams, and deployment procedures.
• •Troubleshoot production issues across Salesforce and AWS platforms.
• •Collaborate with business stakeholders to define IVR and routing requirements.
• •Mentor junior developers and provide technical leadership.

Required Qualifications

• •Bachelor's degree in Computer Science, Information Systems, or related field.
• •5+ years of software engineering experience.
• •3+ years of hands-on Amazon Connect development experience.
• •3+ years of Salesforce development or Salesforce platform experience.
• •Experience implementing Salesforce Voice or Service Cloud Voice solutions.
• •Strong experience building and supporting AWS Lambda functions.
• •Experience designing and implementing IVR applications and call flows.
• •Experience with:
• •JavaScript/TypeScript
• •Apex
• •REST APIs
• •JSON
• •AWS SDKs
• •Git-based source control

Preferred Qualifications

• •Amazon Connect Specialty experience.
• •Salesforce Service Cloud Consultant certification.
• •Salesforce Administrator or Platform Developer certification.
• •AWS Certified Developer or Solutions Architect certification.
• •Experience migrating telephony platforms (e.g., Talkdesk, Genesys, Five9, NICE CXone).
• •Experience with speech analytics, conversational AI, or Amazon Lex.
• •Experience with contact center reporting and workforce optimization.

• Technical Skills
• AWS

• •Amazon Connect
• •AWS Lambda
• •API Gateway
• •DynamoDB
• •CloudWatch
• •S3
• •SNS/SQS
• •IAM
• •EventBridge

Salesforce

• •Salesforce Voice
• •Service Cloud
• •Omni-Channel
• •Apex
• •Lightning Platform
• •Flows
• •Platform Events
• •Integration Patterns

Contact Center

• •IVR Design
• •Contact Flows
• •Call Routing
• •Queue Management
• •Skills-Based Routing
• •Call Recording
• •Screen Pops
• •CTI Integrations
• •Customer Authentication

Success Measures

• •Deliver scalable and reliable telephony solutions.
• •Improve call routing accuracy and customer experience.
• •Reduce call handling time through automation and intelligent routing.
• •Maintain high availability and performance of voice platforms.
• •Successfully integrate AWS and Salesforce technologies into a seamless customer support ecosystem.