Senior Salesforce Voice & Amazon Connect Engineer

About Position:

We are looking for an experienced Senior Salesforce Voice & Amazon Connect Engineer with strong expertise in Salesforce Voice, Amazon Connect, Service Cloud, Health Cloud, and AWS contact center technologies to lead hands-on development, integration, troubleshooting, and production support initiatives. The role involves designing and optimizing contact center solutions, implementing IVR and routing logic, integrating Salesforce and Amazon Connect platforms, and working closely with business stakeholders, architects, and support teams to ensure highly available and scalable customer engagement solutions.

• Role: Senior Salesforce Voice & Amazon Connect Engineer
• Location: All Persistent Location
• Experience: 6 to 10 Years
• Job Type: Full- Time Employment

What You'll Do:

• Lead hands-on development, configuration, and troubleshooting across Salesforce Voice and Amazon Connect platforms.
• Design, build, and optimize Amazon Connect contact flows, IVR solutions, routing profiles, queues, and customer journeys.
• Develop and maintain AWS Lambda functions supporting contact center integrations and business workflows.
• Configure and support Salesforce Voice capabilities within Salesforce Service Cloud and Health Cloud environments.
• Design and implement integration patterns between Amazon Connect, Salesforce Service Cloud, Health Cloud, and third-party systems.
• Support real-time and batch integrations using APIs and event-driven architectures.
• Utilize DynamoDB for application data management and CloudWatch for monitoring, logging, and operational insights.
• Troubleshoot production issues, perform root cause analysis (RCA), and provide L2/L3 support.
• Collaborate with business stakeholders to translate requirements into scalable contact center solutions.
• Participate in architecture reviews, deployment activities, and continuous improvement initiatives.
• Ensure platform security, performance optimization, and operational excellence.

Expertise You'll Bring:

• 6+ years of overall IT experience with strong experience in customer engagement and contact center technologies.
• Hands-on expertise in Salesforce Voice, Amazon Connect, and cloud-based contact center solutions.
• Strong experience designing, developing, and troubleshooting Amazon Connect contact flows, routing profiles, queues, and IVR solutions.
• Hands-on experience with AWS Lambda for contact center automation and integration workflows.
• Strong knowledge of DynamoDB, CloudWatch, IAM, API Gateway, and other AWS services.
• Experience integrating Amazon Connect with Salesforce Service Cloud and Salesforce Health Cloud.
• Deep understanding of Salesforce Voice architecture, capabilities, and implementation best practices.
• Experience with Salesforce Service Cloud, Health Cloud, Omni-Channel Routing, and CTI integrations.
• Strong understanding of contact center workflows, customer engagement processes, and agent experience design.
• Experience designing and implementing REST API and enterprise integration solutions.
• Strong troubleshooting, debugging, root cause analysis (RCA), and production support capabilities.
• Experience providing L2/L3 support and managing critical production incidents.
• Knowledge of cloud-native architectures, event-driven integrations, and monitoring solutions.
• Experience working with cross-functional teams, architects, business stakeholders, and global delivery teams.
• Strong analytical thinking, problem-solving abilities, and communication skills.
• Experience in Agile/Scrum delivery environments.
• Exposure to Amazon Lex, Conversational AI, and contact center modernization initiatives is preferred.
• Salesforce and AWS certifications are highly desirable.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

'Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.'

Skills Required
Salesforce Service Cloud, Rest Api, Cloudwatch, Dynamodb, Aws Lambda, Api Gateway, Amazon Connect