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Role Descriptions: Salesforce Service Cloud Voice Consultant Role Overview We are seeking an experienced Salesforce Consultant with strong expertise in Sales Cloud and Service Cloud Voice integrated with Amazon Connect. The ideal candidate will design| configure| and implement Salesforce solutions that enhance customer engagement and streamline sales and service processes.Key Responsibilities Solution Design Implementationo Configure and customize Salesforce Sales Cloud and Service Cloud Voice features.oSoftphone setup| screen pops| call logging| and Omni Channel routingoDesign and implement Service Cloud Voice integration with Amazon Connect for voice capabilities.oDevelop scalable solutions aligned with Salesforce best practices.Business Analysiso Gather and analyze business requirements from stakeholders.oTranslate requirements into functional specifications and technical designs.oRecommend process improvements leveraging Salesforce capabilities.Integration Automation oImplement automation using Flows and other declarative tools.oEnsure seamless integration between Salesforce and Amazon Connect.oValidate call routing| IVR flows| and screen pop functionality.Testing Deploymento Conduct UAT and support deployment to production.oTroubleshoot issues related to voice integration and Salesforce configuration.Training Supporto Provide end-user training and create documentation.oOffer post-implementation support and resolve technical issues.Required Skills Qualifications Technical Skillso3 years of experience with Salesforce Sales Cloud and Service Cloud.oHands-on experience with Service Cloud Voice and Amazon Connect integration.oStrong understanding of Salesforce declarative tools and security model.oFamiliarity with CTI concepts and telephony integration.Certifications oSalesforce Certified Sales Cloud Consultant (preferred).oSalesforce Service Cloud Consultant (preferred).oAWS Certified Cloud Practitioner or Amazon Connect experience (nice-to-have).Soft SkillsoExcellent communication and stakeholder management skills.oStrong problem-solving and analytical abilities.
Essential Skills: Salesforce Service Cloud Voice Consultant Role Overview We are seeking an experienced Salesforce Consultant with strong expertise in Sales Cloud and Service Cloud Voice integrated with Amazon Connect. The ideal candidate will design| configure| and implement Salesforce solutions that enhance customer engagement and streamline sales and service processes.Key Responsibilities Solution Design Implementationo Configure and customize Salesforce Sales Cloud and Service Cloud Voice features.oSoftphone setup| screen pops| call logging| and Omni Channel routingo Design and implement Service Cloud Voice integration with Amazon Connect for voice capabilities.oDevelop scalable solutions aligned with Salesforce best practices.Business AnalysisoGather and analyze business requirements from stake holders.oTranslate requirements into functional specifications and technical designs.oRecommend process improvements leveraging Salesforce capabilities.Integration Automation oImplement automation using Flows and other declarative tools.oEnsure seamless integration between Salesforce and Amazon Connect.oValidate call routing| IVR flows| and screen pop functionality.Testing Deploymento Conduct UAT and support deployment to production.oTroubleshoot issues related to voice integration and Salesforce configuration.Training Supporto Provide end-user training and create documentation.oOffer post-implementation support and resolve technical issues.Required Skills Qualifications Technical Skillso3 years of experience with Salesforce Sales Cloud and Service Cloud.oHands-on experience with Service Cloud Voice and Amazon Connect integration.oStrong understanding of Salesforce declarative tools and security model.oFamiliarity with CTI concepts and telephony integration.Certifications oSalesforce Certified Sales Cloud Consultant (preferred).oSalesforce Service Cloud Consultant (preferred).oAWS
1. Salesforce Service Cloud Voice (SCV) Configuration & Implementation :
(Including softphone setup, screen pops, call logging, Omni Channel routing)
2. Amazon Connect Integration with Salesforce
(Service Cloud Voice integration, call routing, IVR flows, CTI concepts)
3. Salesforce Sales Cloud & Service Cloud Expertise
(Declarative tools, security model, Flows, automation)
1. Amazon Connect Capabilities
(Contact flows, IVR design, call recordings, monitoring and analytics)
2. AWS Services Exposure
(IAM, Lambda, Amazon Connect configuration – preferred)
3. Testing & Deployment Experience
(UAT execution, production deployments, voice integration troubleshooting)
Education Requirements: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
• 3–5+ years in Salesforce Sales Cloud and Service Cloud implementations
• 2+ years of hands on experience with Service Cloud Voice and Amazon Connect
NOTE: Please share your updated resume to ***email_hidden***
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