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Niche Amazon Connect and Service Cloud Voice expertise plus non-Tier-1 brand reduces applicant competition.
Strong Salesforce Service Cloud Voice and Amazon Connect specialization makes cross-industry transferability limited.
Explicit multi-year telephony, Amazon Connect and Service Cloud Voice minima plus mandatory Salesforce Service Cloud Consultant certification.
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Own and maintain Amazon Connect and Salesforce Service Cloud Voice platforms, ensuring reliability, scalability, and security.
Design and manage IVR/contact flows, routing strategies, analytics (including Contact Lens), and real-time features like call transcription and Einstein Conversation Insights.
Provide production support including on-call rotation, incident response, root-cause analysis, and collaborate cross-functionally in Agile environment.
6–10+ years in telephony/contact center engineering with 4+ years hands-on Amazon Connect and 3+ years Salesforce Service Cloud Voice experience.
Certified Salesforce Service Cloud Consultant (mandatory).
Proficiency with AWS services (Lambda, CloudWatch, IAM) and strong telephony fundamentals (SIP, RTP, PSTN).
Work Model: Hybrid onsite at designated Regal Rexnord location with remote flexibility.
Experienced in integrating and supporting Amazon Connect with Salesforce Service Cloud Voice, including CTI troubleshooting and voice analytics.
Skilled in Salesforce data model, automation tools (Flows, validation rules), and building Service screen flows.
Ability to translate business needs into resilient technical solutions and operate effectively within Agile/Scrum teams.