Salesforce Amazon Connect Engineer

Description :

Company Overview :

Ekloud, Inc. is a global technology consulting and workforce solutions company delivering high-impact digital solutions to enterprises and fast-growing organizations. We specialize in Salesforce implementations, cloud platforms, cybersecurity, and advanced enterprise technologies. Through contract staffing and specialized talent solutions, we help organizations scale efficiently and innovate faster. At Ekloud, we combine deep technical expertise with a strong delivery mindset to solve complex business challenges.

Role Overview :

We are seeking a highly experienced Salesforce Developer with Amazon Connect expertise to design, build, and support scalable customer engagement solutions. This role requires strong hands-on experience with Salesforce Service Cloud, Amazon Connect CTI integration, and voice/omnichannel enablement. The ideal candidate will work closely with business stakeholders, architects, and integration teams to deliver robust, secure, and high-performing SalesforceAmazon Connect solutions aligned with enterprise standards.

Key Responsibilities :

Salesforce Development & Customization :

- Design, develop, and maintain Salesforce solutions using Apex, Lightning Web Components (LWC), Aura, and Visualforce.

- Implement advanced Service Cloud features including Case Management, Omni-Channel, Queues, Skills-Based Routing, Macros, and Console customization.

- Develop reusable components and follow Salesforce best practices for performance, security, and scalability.

- Optimize existing Salesforce implementations and refactor legacy code where required.

Amazon Connect & CTI Integration :

- Design and implement Amazon Connect CTI integration with Salesforce Service Cloud.

- Configure and customize Amazon Connect Contact Flows, routing profiles, queues, and IVR logic.

- Enable voice features such as screen pop, click-to-dial, call logging, call recording, real-time transcripts, and agent status synchronization.

- Integrate Amazon Connect with Salesforce using APIs, AWS Lambda, and middleware (if applicable).

- Support omnichannel use cases combining voice, chat, and digital engagement.

Integration & Architecture :

- Build and manage integrations using REST/SOAP APIs, Platform Events, Webhooks, and Named Credentials.

- Work with AWS services such as Lambda, CloudWatch, S3, and IAM as part of Amazon Connect solutions.

- Ensure secure data exchange and compliance with enterprise security and governance standards.

- Collaborate with architects on solution design, deployment strategies, and system scalability.

Administration & Configuration :

- Configure Salesforce security model including profiles, permission sets, role hierarchy, sharing rules, and field-level security.

- Implement automation using Flows (Record-Triggered, Screen Flows), Approval Processes, and Validation Rules.

- Manage deployments using Change Sets, Salesforce DX, Git-based CI/CD pipelines.

Quality, Support & Collaboration :

- Perform unit testing, integration testing, and support UAT cycles.

- Troubleshoot complex Salesforce and CTI-related issues, ensuring minimal downtime.

- Work closely with product owners, business analysts, and QA teams to translate business requirements into technical solutions.

- Provide technical documentation, deployment notes, and operational support artifacts.

Required Skills & Qualifications :

Salesforce Skills :

- 7+ years of hands-on experience in Salesforce development and administration.

- Strong expertise in Apex, LWC, Visualforce, SOQL/SOSL, and Salesforce data modeling.

- Deep understanding of Salesforce Service Cloud and contact center implementations.

- Experience with Salesforce deployment tools and DevOps best practices.

Amazon Connect & Voice Technologies :

- 2 - 3 years of direct experience with Amazon Connect in production environments.

- Strong knowledge of CTI integrations, IVR design, call routing, and agent workflows.

- Experience integrating Salesforce with Amazon Connect using APIs and AWS services.

General Technical Skills :

- Strong debugging, troubleshooting, and performance optimization skills.

- Experience working in agile/scrum delivery models.

- Ability to work independently in a remote, distributed team environment.

Communication & Collaboration :

- Excellent verbal and written communication skills.

- Ability to collaborate effectively with global stakeholders and technical teams.

- Comfortable working in UK time zones.

Preferred Qualifications

- Salesforce Certifications such as Platform Developer I / II, Service Cloud Consultant.

- AWS exposure or certifications related to Amazon Connect or AWS Serverless services.

- Experience with Omni-Channel digital engagement and customer experience platforms.

- Bachelors degree in Computer Science, Information Systems, or a related field.