Careers at LTM
Senior Specialist - Software Engineering
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Role description
Senior Salesforce Voice Amazon Connect Engineer to serve as a hands on Subject Matter Expert for Salesforce Voice Omni Channel Service Cloud Amazon Connect and enterprise contact center technologies This role partners closely with Solution Architects Service Operations Telephony Teams Salesforce Administrators Infrastructure Teams Security Teams and AWS Engineering teams to design implement support and optimize voice enabled customer engagement solutions
This individual is a senior technical contributor responsible for configuring integrating administering troubleshooting and enhancing Salesforce Voice operating in a Bring Your Own Telephony model using enterprise owned AWS infrastructure and an Amazon Connect Customer instance
Scope Accountability Impact:
5 to 10 years of experience supporting enterprise contact center telephony customer service CRM or cloud communication platforms
5 years of Salesforce Service Cloud and OmniChannel experience
3 years of experience supporting Amazon Connect and cloud contact center solutions
Develops and supports enterprise voice capabilities connecting Salesforce Amazon Connect AWS services and customer service operations
Identifies and escalates platform telephony integration security reliability and operational risks to Solution Architects and platform leadership
Supports highly available customer facing solutions tied to business critical client and associate interactions
Operates effectively in regulated enterprise environments where call handling recordings access controls logging and retention requirements must be addressed
Key Responsibilities
Salesforce Voice Administration Configuration
OmniChannel Agent Routing
Amazon Connect AWS Platform Support
Integration Solution Delivery
Operational Excellence Platform Governance
Required Qualifications
Direct handson experience with Salesforce Voice Service Cloud Voice
Strong experience with Salesforce Service Cloud and OmniChannel administration
Experience supporting Amazon Connect contact center environments
Experience supporting Bring Your Own Telephony architectures using enterpriseowned AWS infrastructure and Amazon Connect capabilities
Experience configuring routing models queues skillsbased routing presence capacity and agent work assignment processes
Strong understanding of contact center operations customer service workflows telephony concepts call recording softphone behavior and agent desktop experiences
Experience integrating Salesforce with AWS services APIs and enterprise platforms
Experience with AWS IAM CloudWatch Lambda S3 Secrets Manager Kinesis and related AWS services used in contact center operations
Experience troubleshooting voice telephony call routing softphone recording logging monitoring and contact center platform issues
Experience with security compliance audit retention logging access control and governance requirements associated with customer communications
Strong documentation troubleshooting communication technical translation and stakeholder management skills
Preferred Qualifications
Salesforce Service Cloud Consultant Certification
Salesforce Administrator Certification
Salesforce Platform App Builder Certification
AWS Certified Solutions Architect AWS Certified Developer or equivalent AWS experience
Amazon Connect implementation or operational support experience
Experience with Contact Lens call analytics transcription conversational AI contact center reporting or quality management capabilities
Experience with Salesforce Flow Apex Lightning configuration Service Console permissions and integration technologies
Experience supporting regulated environments within financial services payments banking or fintech organizations
Experience with CICD Infrastructure as Code Terraform GitLab Harness or AWS platform automation
Experience supporting enterprisescale customer service organizations and multichannel engagement platforms
Experience working with network security IAM compliance and infrastructure teams to support enterprise contact center platforms.
Skills
Mandatory Skills : AWS Cloud Architecture, CRM Analytics for Salesforce, Salesforce Integration (Rest, Soap, Streaming APIs, Event), Salesforce Service Cloud
Other details
Actual compensation within the range will be dependent upon the individual''s skills, experience, performance and internal equity.
Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree ("LTIM"):
Benefits and Perks:
The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.
Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.
LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.
Benefits
Compensation range: $ 93,815.00 to 142,400.00 per year
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About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world's largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI - enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM - a Larsen & Toubro company - owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/
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| Location | Milwaukee, WI |
| Salary | $93,815–$142,400 Per Year |
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