AWS Connect & Salesforce Architect (Remote)

We are seeking an experienced AWS Connect \& Salesforce Service Cloud Voice Architect to lead the design, implementation, and optimization of large\-scale, cloud\-based contact center solutions. The ideal candidate will possess deep expertise in AWS Connect, Salesforce Service Cloud Voice, and enterprise integration architectures, and will be responsible for defining end\-to\-end customer experience strategies and scalable technical solutions. Key Responsibilities ✅ Solution Architecture \& Design * Lead end\-to\-end architecture for AWS Connect integrated with Salesforce Service Cloud Voice * Design scalable, secure, and high\-availability contact center solutions * Define architecture for: o IVR/contact flows o Voice, chat, and digital channels o Omni\-channel customer journeys \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ ✅ AWS Connect Architecture * Design and implement: o Advanced contact flows and routing strategies o Routing profiles, queues, and workforce structures * Architect integrations with: o AWS Lambda o Amazon Lex (voice/chat bots) o Amazon S3, Kinesis, CloudWatch * Design call recording, transcription, and analytics solutions \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ ✅ Salesforce Service Cloud Voice * Architect Service Cloud Voice implementations: o CTI integration with AWS Connect o Screen pops, call controls, and agent workspace * Design and optimize: o Omni\-Channel routing o Case management workflows o Service console and knowledge management * Enable real\-time integration between telephony and CRM \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ ✅ Integration \& API Design * Design and oversee integrations using: o REST/SOAP APIs o Middleware (MuleSoft, etc.) * Ensure seamless data flow between: o AWS Connect o Salesforce o External enterprise systems (CRM, ERP, databases) \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ ✅ Technical Leadership * Provide architectural governance and best practices * Lead technical design sessions and code reviews * Mentor developers, engineers, and analysts * Define standards for: o Security o Scalability o Performance \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ ✅ Agile Delivery \& Stakeholder Management * Work closely with: o Product owners o Business stakeholders o Delivery teams * Drive Agile processes: o Sprint planning o Backlog prioritization o Release planning * Translate business requirements into technical architecture \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ ✅ Testing \& Deployment Strategy * Define testing strategy: o SIT / UAT / performance testing * Lead deployment planning: o CI/CD pipelines o Release manage