Salesforce Service Cloud Voice Technical Lead (Amazon Connect)

Capgemini • Atlanta, GA

3d • Hybrid

About The Position

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world. This is a hybrid role based in Chicago, Dallas, Houston, Atlanta, New York. Technical lead will represent team in the project meetings, work with business and functional analysts, and software and solution architects in ensuring that programs and systems function as intended. Supervise, mentor and manage large teams of programmers in one or more projects.

Requirements

• 8+ years of Salesforce platform experience with at least 3+ years serving as a Technical Lead on enterprise-scale Service Cloud implementations.
• Proven hands-on experience delivering Salesforce Service Cloud Voice solutions integrated with Amazon Connect in a contact center environment.
• Experience leading multiple end-to-end implementations involving Amazon Connect, Salesforce Service Cloud, and customer service transformation programs.
• Deep expertise in Salesforce Service Cloud including Case Management, Omni-Channel Routing, Service Console, Knowledge, Entitlements, Milestones, and Digital Engagement.
• Strong hands-on development experience with Apex, Lightning Web Components (LWC), SOQL, Salesforce Flows, and platform integration patterns.
• Advanced knowledge of Amazon Connect including Contact Flows, CCP, CTI Adapter for Salesforce, screen pops, click-to-dial, call recording, call transfers, routing, and agent desktop experiences.
• Hands-on AWS experience with services commonly used in contact center solutions including Lambda, S3, DynamoDB, IAM, Kinesis, and Amazon Connect APIs.
• Strong understanding of contact center technologies including IVR, ACD, skills-based routing, queue management, workforce optimization, and operational reporting.
• Experience designing and implementing real-time integrations between Salesforce, Amazon Connect, enterprise applications, and customer data platforms using REST APIs, Platform Events, middleware, and event-driven architectures.
• Demonstrated leadership experience.
• Experience with DevOps and CI/CD practices using Salesforce DX, Git, Copado, Gearset, or similar release management tools.
• Strong client-facing consulting skills.
• Salesforce Platform Developer certification required.

Nice To Haves

• Service Cloud Consultant certification preferred.
• Amazon Connect and/or AWS certifications highly desirable.

Responsibilities

• Develops, tests and integrates applications, frameworks and tools in a controlled environment.
• Responsible for software-specific design and realization, as well as testing, deployment and release management or technical application management of client-specific package based solutions.
• Represent team in project meetings.
• Work with business and functional analysts, and software and solution architects in ensuring that programs and systems function as intended.
• Supervise, mentor and manage large teams of programmers in one or more projects.
• Conduct solution design sessions.
• Establish development standards.
• Perform code reviews.
• Mentor onshore/offshore development teams.
• Translate business requirements into scalable technical architectures.
• Provide leadership during workshops, estimations, and solution planning.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
• Company paid holidays
• Personal Days
• Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed