Summary: Seeking a Lead Amazon Connect Administrator / Developer to design, implement, and optimize advanced contact center solutions using AWS and Salesforce, shaping cutting-edge customer interaction systems. Highlights: 1. Drive design and optimization of advanced contact center solutions 2. Lead CTI integrations between Amazon Connect and Salesforce 3. Shape cutting-edge customer interaction systems We are seeking a **Lead Amazon Connect Administrator / Developer** to drive the design, implementation, and optimization of advanced contact center solutions. You will collaborate with stakeholders to deliver scalable engagement tools across voice and digital channels using AWS and Salesforce platforms. Join our innovative team and bring your leadership to shaping cutting\-edge customer interaction systems. **Responsibilities** * Configure and oversee Amazon Connect contact flows, queues, routing profiles, and IVR logic * Lead optimization of CTI integrations between Amazon Connect and Salesforce platforms * Implement features such as screen pops, click\-to\-dial, softphone controls, call logging, and agent state synchronization * Develop and supervise AWS Lambda functions and integrations that underpin call flow operations * Enable and support omnichannel services including voice, chat, and callback features * Customize Salesforce Service Cloud to handle voice scenarios such as Cases, Tasks, Activities, and Voice Call records * Integrate and tailor Salesforce Voice with Amazon Connect connectivity * Architect data models and automations for capturing call metrics, transcripts, and outcomes * Coordinate on Omni\-Channel routing strategies within Salesforce Service Cloud * Build and maintain integrations using AWS services like Lambda, S3, DynamoDB, and API Gateway * Utilize Salesforce APIs, Platform Events, and Flows to enhance integration capabilities * Ensure solutions adhere to strict security, compliance, and scalability standards * Diagnose and resolve intricate issues spanning Salesforce, Amazon Connect, and AWS components * Collaborate with product owners and key stakeholders to refine requirements into actionable designs * Guide user acceptance testing, oversee production deployment, and manage post\-launch enhancements **Requirements** * 5\+ years of experience with Amazon Connect contact flows, queues, routing profiles, and IVR * Hands\-on expertise in Salesforce Service Cloud setup and customization * Proficiency in deploying CTI integrations within contact center settings * Solid knowledge of AWS Lambda and REST APIs * Deep understanding of contact center operations, KPIs, and industry best practices * Proven ability to troubleshoot and resolve complex issues in integrated distributed environments * Excellent collaboration skills for working with cross\-functional technical teams * Experience delivering secure, scalable solutions using cloud technologies * Ability to produce clear technical documentation and operational runbooks * Track record in mentoring administrators or junior engineers * Upper\-Intermediate (B2\) level English for effective communication and documentation **Nice to have** * Experience leveraging Amazon Connect native integration functionalities * AWS proficiency with services like S3, DynamoDB, and CloudWatch * Understanding of managing call recordings and transcripts * Salesforce credentials including Admin, Platform App Builder, or Service Cloud Consultant * AWS certifications such as Cloud Practitioner or Solutions Architect