About The Role

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.