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. 

Required qualifications: 

• Proven experience with Service Cloud Voice and Amazon Connect. 

• Extensive knowledge of Salesforce CTI and VoIP technologies. 

• Strong understanding of Salesforce Omni/Channel. 

• Proficiency in Apex programming. 

• Experience with AWS services, particularly lambdas. 

• Excellent problem-solving skills and attention to detail. 

• Strong communication and collaboration skills. 

• Minimum 5 years’ experience with a proven track record of delivering high-quality work. 

• Hands-on expertise in Service Cloud Voice, including setup, configuration, and integration with telephony platforms. 

• Proficiency in Lightning Components, Visualforce, and Salesforce declarative tools. 

• Strong knowledge of Salesforce data modelling, security, and integration patterns (e.g., REST/SOAP APIs, middleware). 

• Experience in data migration, ETL processes, and managing large datasets within Salesforce. 

• Familiarity with telephony system migration and integration strategies. 

• Excellent written and verbal communication skills, with the ability to effectively interact with both technical and non-technical stakeholders. 

Desirable qualifications: 

• Salesforce certifications (e.g., Salesforce Certified Service Cloud Consultant, Salesforce Certified Platform Developer, Platform Developer I/II, Application/System Architect, Sales/Service Cloud Consultant). 

• Experience with other Salesforce products and services. 

• Familiarity with Agile development methodologies. 

• Familiarity with Einstein for Service solutions. 

• Experience with Mulesoft Anypoint platform for integrations and connecting APIs. 

Skills and Knowledge: 

• Analytical mindset with strong problem-solving abilities. 

• Proactive, self-motivated, and detail-oriented. 

• Adaptability to work in a fast-paced, global environment. 

• Team player with a collaborative approach to achieving goals. 

All your information will be kept confidential according to EEO guidelines.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via talent@xplortechnologies.com. 

More about us 

We are the first global platform combining SaaS with embedded payments and tools to help businesses grow and succeed. We offer software solutions in fast-growing “everyday life” verticals: Education, Fitness & Wellbeing, Field Services and Personal Services – and a global, cloud-based payment processing platform. With operations in North America, Australasia, Asia, Europe, and the UK, we serve over 106,000 customers that processed over $38 billion in payments across 20 markets in 2024.

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time. 

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