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Job Title: Senior Salesforce Voice Amazon Connect Engineer
Location: Milwaukee, WI / Alpharetta, GA / Berkeley Heights, NJ / Frisco TX. (5 days onsite)
Duration: FTE

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 Omni Channel 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.
Omni Channel Agent Routing.
Amazon Connect AWS Platform Support.
Integration Solution Delivery.
Operational Excellence Platform Governance.

Required Qualifications:
Direct hands on experience with Salesforce Voice Service Cloud Voice.
Strong experience with Salesforce Service Cloud and Omni Channel administration.
Experience supporting Amazon Connect contact center environments.
Experience supporting Bring Your Own Telephony architectures using enterprise owned AWS infrastructure and Amazon Connect capabilities.
Experience configuring routing models queues skills based 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 enterprise scale customer service organizations and multichannel engagement platforms.
Experience working with network security IAM compliance and infrastructure teams to support enterprise contact center platforms.

Benefits/perks listed below may vary depending on the nature of your employment with LTM:

Benefits and Perks:
Comprehensive Medical Plan Covering Medical, Dental, Vision
Short Term and Long-Term Disability Coverage
401(k) Plan with Company match
Life Insurance
Vacation Time, Sick Leave, Paid Holidays
Paid Paternity and Maternity Leave

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.

LTM 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.

Safe return to office:
In order to comply with LTM s company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTM s COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTM s applicable processes.