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Niche telephony and Salesforce skills limit applicants, but mid-senior Hyderabad role still attracts moderate competition.
Highly specialized telephony+Salesforce+AWS skillset reduces cross-industry transferability.
Mandatory Salesforce Service Cloud Consultant certification and strict Amazon Connect/SCV experience make filters highly rigid.
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Own the operational reliability, scalability, and security of Amazon Connect and Salesforce Service Cloud Voice environments.
Design, configure, and maintain IVR flows, routing strategies, agent setups, call recording/transcription, and analytics including real-time features and voice data integrations.
Provide production support, incident management, and lead root-cause analysis while collaborating with cross-functional teams in Agile/Scrum settings.
6–10+ years in telephony/contact center engineering with 4+ years hands-on with Amazon Connect and 3+ years with Salesforce Service Cloud Voice.
Certified Salesforce Service Cloud Consultant is mandatory.
Proficiency with AWS services such as Lambda, CloudWatch, IAM, and strong telephony fundamentals like SIP, RTP, PSTN required.
Work Model: Hybrid (onsite at designated Regal Rexnord location with remote flexibility).
Experienced in deep configuration and governance of Amazon Connect and Salesforce Service Cloud Voice including production support and automation.
Strong knowledge of Salesforce data model, automation tools (Flows, validation rules), and integration patterns related to contact center platforms.
Skilled in translating complex business needs into resilient technical solutions within Agile environments and collaborating with multiple stakeholders.