Job ID: JOB_ID_7921
About the Role:
We are seeking a talented Senior Salesforce Developer with extensive experience in Service Cloud Omnichannel capabilities and seamless integration with Amazon Connect. This critical role will be instrumental in modernizing our customer engagement channels, including Email, Chat, and Voice, and will lead the transition from legacy Omnichannel configurations to advanced, next-generation routing frameworks before their end-of-life dates.
Key Responsibilities:
- Omnichannel Modernization & Routing: Lead the migration from legacy Salesforce Omnichannel (scheduled for End-of-Life in June 2026) to updated routing frameworks.
- Design and implement intelligent routing strategies for various communication channels:
- Email-to-Case
- Chat (Live Agent / Messaging)
- Voice (leveraging Amazon Connect integration)
- Configure sophisticated routing models, including skills-based, priority-based, and capacity-based routing, to optimize agent workload distribution and enhance service efficiency.
- Amazon Connect & AWS Lambda Integration: Design, develop, and maintain robust integrations between Salesforce Service Cloud and Amazon Connect.
- Develop and enhance AWS Lambda functions to support critical functionalities such as call routing logic, data retrieval and enrichment, and real-time decisioning.
- Ensure AWS Lambda packages are upgraded and maintained using the latest Amazon APIs and SDKs.
- Salesforce Service Cloud Configuration: Configure and customize core Service Cloud components including Case Management, Email-to-Case, Chat/Messaging, and Knowledge.
- Develop custom solutions using Apex, Lightning Web Components (LWC), and Flows to meet specific business requirements.
- Troubleshoot and resolve complex technical issues related to Salesforce and Amazon Connect integrations.
- Collaborate with business stakeholders to gather requirements and translate them into technical solutions.
Required Skills and Experience:
- Proven experience as a Salesforce Developer with a strong focus on Service Cloud.
- Deep expertise in Salesforce Omnichannel and its integration capabilities.
- Hands-on experience with Amazon Connect and AWS Lambda development.
- Proficiency in Apex, Lightning Web Components (LWC), and Salesforce Flows.
- Experience with AWS services, particularly Lambda, and integrating them with external platforms.
- Understanding of customer service workflows and contact center operations.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills, with the ability to work effectively in a remote team environment.
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
Nice to Have:
- Salesforce certifications (e.g., Platform Developer I/II, Service Cloud Consultant).
- Experience with other AWS services relevant to contact centers.
- Familiarity with Agile development methodologies.
This is an excellent opportunity to join a forward-thinking company and play a key role in shaping the future of customer engagement.
Special Requirements
Remote, W2, Salesforce Service Cloud, Amazon Connect, AWS Lambda, Omnichannel, Salesforce Omnichannel EOL June 2026
Compensation & Location
Salary: $110,000 – $150,000 per year
Location: Remote
Recruiter / Company – Contact Information
Email: hu@globalitfamily.com
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