Work Model :

Youll work in a hybrid model, onsite at your designated Regal Rexnord location, with flexibility to work remotely.

Key Responsibilities :

- Own our Amazon Connect and Salesforce Service Cloud Voice with a focus on reliability, scalability, and security.

- Design, build, and maintain IVR/contact flows, routing strategies, queues, call recording/transcription, and analytics (e.g., Contact Lens).

- Configure and govern Salesforce Voice: Omni-Channel routing, agent setup, call controls, dispositions, transcripts, visibility, and supervisor tooling.

- Implement real-time features including call transcription and Einstein Conversation Insights; operationalize insights to improve agent coaching and QA.

- Integrate voice data with Salesforce objects (Cases, Contacts, Activities, custom objects) to streamline agent workflows and reporting.

- Establish observability, voice quality telemetry, and automate alerts, dashboards, and runbooks.

- Deliver self-service reporting and dashboards (service levels, occupancy, contact outcomes, agent performance, voice/Omni KPIs).

- Partner with Network/Security to ensure identity/SSO, encryption, least-privilege IAM, and compliance across environments.

- Provide production support for Amazon Connect and Service Cloud Voice; participate in an on-call rotation and after-hours releases.

- Lead/assist incident response, root-cause analysis, and post-mortems; author standards, documentation, and mentor admins.

- Collaborate cross-functionally (Product Owners, BAs, Developers, Data/Integrations) and operate within Agile/Scrum ceremonies.

Professional Experience/Qualifications :

1. Technical Skills Required :

- 6 to 10+ years in telephony/contact center engineering; 4+ years hands-on with Amazon Connect; 3+ years with Salesforce Service Cloud Voice.

- Expertise in Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording.

- Expertise in Salesforce Service Cloud/Voice: Omni-Channel, voice setup, agent configuration, transcripts, analytics, integration patterns.

- Proficiency with AWS services: Lambda, CloudWatch, and/or IAM.

- Strong understanding of telephony fundamentals: SIP, RTP, PSTN, number management.

- Security, compliance, and data governance for contact center platforms.

2. Other Skills Required :

- Certified Salesforce Service Cloud Consultant (required).

- 3+ years Salesforce Administrator experience with strong Service Cloud focus; hands-on with Service Cloud Voice.

- Experience integrating/supporting Amazon Connect with Salesforce; familiarity with CTI troubleshooting and voice analytics/transcripts.

- Strong grasp of Salesforce data model, object relationships, data dependencies, and the impact of configuration changes on automation, integrations, and reporting.

- Proficiency with Salesforce automation tools (Flows, validation rules); experience building Service screen flows and record-triggered flows.

- Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions.

- Agile/Scrum experience; strong attention to detail, data accuracy, and a customer-first mindset.

3. Preferred but not required :

- Agentforce experience.

- Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications.

- Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools.

- Real-time analytics/BI using CTRs/transcripts/contact data.

- SSO/identity (Okta/Azure AD) and enterprise change/release management.