5242 وظيفة Staff Business Systems Analyst Contact Center Routing قريبًا مني

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.