Salesforce Omnichannel Specialist

Description :

About the Role :

We are hiring a highly skilled Salesforce Omnichannel Specialist to design and implement an end-to-end Contact Center solution leveraging Salesforce Omnichannel and AWS Connect. The ideal candidate will have strong hands-on experience in case routing, call routing, and integrating cloud-based telephony platforms with Salesforce. This role requires deep functional and technical expertise to ensure a seamless and efficient customer service experience across channels.

Key Responsibilities :

- Design, implement, and optimize Salesforce Omnichannel configurations, with a strong focus on case routing and agent workflows.

- Architect and integrate Salesforce with AWS Connect for intelligent call routing, IVR flows, and seamless agent experiences.

- Build end-to-end Contact Center workflows, ensuring smooth routing across digital channels (chat, email, cases) and voice.

- Collaborate with cross-functional teams (Service Cloud, Telephony, Integration teams) to gather requirements and translate them into scalable solutions.

- Configure routing rules, presence statuses, queue management, and capacity models within Salesforce Omnichannel.

- Work closely with AWS teams to manage and optimize Connect flows, call control, and telephony interactions within Salesforce.

- Perform system testing, troubleshooting, and performance tuning for both Omnichannel and AWS Connect integrations.

- Ensure best practices for security, scalability, and user experience within Salesforce Service Cloud.

- Provide technical documentation, user training, and post-implementation support.

Required Skills & Qualifications :

- 6-10 years of experience working with Salesforce, including hands-on specialization in Omnichannel.

- Proven expertise in :

1. Salesforce Omnichannel setup and case routing

2. Integrating Salesforce with AWS Connect for call routing and telephony workflows

- Strong knowledge of Salesforce Service Cloud, routing configurations, queue management, and agent productivity tools.

- Experience designing end-to-end Contact Center workflows.

- Ability to work with REST APIs, telephony connectors, or integration middleware (desired).

- Strong troubleshooting skills across both Salesforce and AWS environments.

- Excellent communication skills and the ability to work in remote, cross-functional teams.

Preferred Skills (Nice to Have) :

- Experience with Amazon Connect contact flows, Lambda functions, or CTI integrations.

- Salesforce certifications such as :

1. Service Cloud Consultant

2. Administrator

3. Omnichannel Specialist certification (if applicable)

- Experience with customer support operations or enterprise-level contact centers.