Salesforce Service Cloud Voice & Amazon Connect Technical Architect Role Overview: We are seeking a highly skilled Technical Architect & Developer to re-design, implement, and optimize Salesforce Service Cloud Voice (SCV) solution integrated with Amazon Connect for a TPA-focused Health Care/Life Sciences client. This role requires deep expertise in both Salesforce SCV and Amazon Connect, including Lambda integrations, IVR/IVA/Omni-Channel flow design, agent console, and AI-driven services. The architect will collaborate closely with business stakeholders and cross-functional teams to deliver robust, scalable, and compliant contact center solutions. Key Responsibilities Solution Design & Architecture Architect Salesforce Service Cloud Voice integrated with Amazon Connect for call routing, case creation & lifecycle, agent console setup, and seamless agent/customer experiences. Define and model contact attributes and data flows across Salesforce, Amazon Connect, Lex, and external systems; standardize integration patterns (Apex/Flows/External Services + Lambda). Design authentication, call recording/transcription/redaction, and retention strategies aligned to HIPAA/PHI and audit requirements, with summaries redacted by default. Design AgentForce Service Agents (voice & messaging): topics, guardrails, actions, and data grounding using Data Cloud/Data 360 and the Einstein Trust Layer. Plan observability & reporting: SCV dashboards, Contact Lens parity, Tableau/QuickSight; set KPIs (auth rate, IVR deflection, EWT/ASA, transfers, reporting parity). Establish environment strategy (dev/stage/prod), permission sets/SSO, and SDLC governance across Salesforce and AWS. Development & Automation Build and configure SCV flows, Omni-Channel routing, and agent scripts for eligibility, benefits, claims, and provider/member journeys. Develop Salesforce Flows and Apex, plus AWS Lambda functions for real-time data exchange; implement deterministic AgentForce actions via Flow-based agent actions and external services. Implement CI/CD for Salesforce metadata/flows and AWS (SAM/CDK/CloudFormation); automate secrets/config promotion and environment parameterization. Create automated tests (flow/integration/data validation), structured logging, and s across Salesforce and AWS. Maintain reusable prompts/scripts, shared attributes, coding standards, and versioning for SCV and Amazon Connect assets. Engineering & Deployment Provision Salesforce orgs/environments, permission sets, agent profiles; configure call routing, case management, analytics, and Amazon Connect numbers/queues/routing profiles. Supervise agents with AgentForce Observability and batch testing; manage pilots and staged rollouts. Lead UAT, staged releases, production cutovers, and hypercare with dashboards/runbooks. Tune routing/callback logic to reduce misroutes, requeues, and abandonment; partner on agent device/network standards. Operate with change control, incident response, and rollback strategies; maintain support runbooks. Groom backlog to improve authentication and IVR deflection, reduce transfers, and achieve reporting parity between Salesforce and Amazon Connect. Required Skills & Experience 5+ years implementing Salesforce SCV and Omni-Channel, with integrations to Amazon Connect. Demonstrated delivery of SCV-Connect integrations (contact attributes, Voice Call/Case updates, agent console workflows). Mastery of Salesforce Flows, Apex, permission sets, and CI/CD; strong experience with AWS Lambda and real-time data transport. Expertise in AWS IAM, CloudWatch, Contact Lens, S3, and JSON-based contact flow development (secondary emphasis). Practical experience with API design, error handling, and secure data movement (PII/PHI). Deep contact center knowledge: routing, callback, reporting, and WFO/WFM fundamentals. Excellent communication, requirements documentation, and stakeholder facilitation. Preferred Qualifications & Domain Expertise Healthcare payer/TPA domain familiarity (eligibility/benefits/claims; provider vs. member flows). AgentForce experience: designing Service Agents, configuring Agent Builder, topics/actions, Prompt Builder, Intelligent Context; grounding agents in Data Cloud with the Einstein Trust Layer. Implementing Flow-based agent actions and Apex/external services actions for deterministic tasks inside AgentForce. Exposure to integrations and case lifecycle in Salesforce; reconciled reporting between Salesforce and Amazon Connect (Tableau/QuickSight). Familiarity with member identifier formats (alphanumeric IDs, dependents, coverage types) and operational impact on IVR/DTMF/Lex/Omni-Channel/Salesforce flows. Understanding of HIPAA/PHI handling, call recording/transcription/redaction, retention, and audit. Certifications (Preferred) Salesforce Certified Administrator Salesforce Certified Service Cloud Consultant AWS Certified Solutions Architect - Associate/Professional AWS Certified Developer - Associate AWS Certified SysOps Administrator - Associate Why Join? Lead a high-impact contact center transformation for a Health Care/TPA provider with Salesforce-first ownership. Work across cutting-edge Salesforce SCV, AgentForce, Data Cloud, and Amazon Connect telephony/IVR. Collaborate in a dynamic, innovative, and forward-thinking environment. Competitive compensation and career growth opportunities. About Mphasis: Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis' Front2Back Transformation approach. Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis' Service Transformation approach helps 'shrink the core' through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis' core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients. Equal Opportunity Employer: Mphasis is an equal opportunity/affirmative action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breast feeding and related medical conditions), mental or physical disability, medical conditions military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO in the law poster here, view the EEO in the law supplement here. To view the pay transparency nondiscrimination provision please click here and to view the E-Verify posting click here.Mphasis is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of disability to search and apply for a career opportunity, please send an email to accomodationrequest@mphasis.com and let us know your contact information and the nature of your request.