Salesforce Engineer - Service Cloud Voice

You’ll join the Salesforce team within the Global Technology team — the team that provides expertise and support to our various business verticals. More specifically, you will play an important role in leveraging Salesforce to enable these business verticals to support our customers and achieve business KPIs. We are seeking a proactive team player with a passion for continuously improving and enhancing our Salesforce platform and an eagerness to learn new skills and grow.  

We are seeking a highly skilled Salesforce Engineer with a focus on Service Cloud Voice to join our dynamic team. The ideal candidate will have extensive experience with Salesforce CTI, VoIP, and AWS, and will be responsible for designing, developing, and implementing solutions that enhance our customer service capabilities. This role will play a critical part in supporting the delivery of cutting-edge Salesforce technology solutions for our Global Operations Transformation Programme. 

Responsibilities 

• Design and implement Service Cloud Voice solutions with Amazon Connect to improve customer interactions. 

• Develop and maintain Salesforce CTI integrations to ensure seamless communication between Salesforce and telephony systems. 

• Configure and manage VoIP systems to support efficient and effective customer service operations. 

• Utilize Salesforce Omni/Channel to optimize the distribution of customer service requests. 

• Write and maintain Apex code to customize and extend Salesforce functionalities. 

• Leverage AWS services, including lambdas, to build scalable and reliable solutions aligned with business goals and technical requirements. 

• Configure and customize Salesforce applications to meet business needs, including developing Lightning Components, Visualforce pages, Apex classes, and triggers. 

• Support data migration processes during telephony platform transitions, ensuring minimal disruption and robust data handling. 

• Document technical designs, development plans, and system configurations. 

• Facilitate knowledge sharing and training for teams utilizing Salesforce solutions, with particular attention to Service Cloud Voice adoption and best practices.