Salesforce Lead Consultant

Job Role

𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻: Remote (India)

𝗣𝗼𝘀𝗶𝘁𝗶𝗼𝗻: Salesforce Lead Consultant

𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲: 6+ Years

𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗥𝗼𝗹𝗲:

We are seeking a highly skilled Salesforce Lead Consultant with proven expertise in Service Cloud Voice and Amazon Connect CTI Adapter implementations. The ideal candidate will be hands-on in designing, configuring, and deploying advanced contact center solutions leveraging Salesforce, Amazon Connect, Lambdas, and Open CTI capabilities. This is a client-facing leadership role requiring strong technical expertise, solutioning ability, and end-to-end implementation ownership.

𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:

• Lead end-to-end design & implementation of Service Cloud Voice & Amazon Connect CTI Adapter.

• Configure CTI features: screen pop, IVR, call routing, call recording, reporting integrations.

• Build and integrate with AWS Lambda functions for Amazon Connect.

• Extend & customize functionality using Open CTI interface.

• Collaborate with stakeholders to capture requirements and deliver scalable solutions.

• Ensure seamless integration of voice, digital & CRM workflows for optimized agent productivity.

• Provide best practice guidance, governance & performance optimization.

• Mentor junior consultants & work cross-functionally with Salesforce & AWS teams.

• Lead at least one full lifecycle Service Cloud Voice & Amazon Connect implementation.

𝗥𝗲𝗾𝘂𝗶𝗿𝗲𝗱 𝗦𝗸𝗶𝗹𝗹𝘀 & 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲:

• 6+ years in Salesforce consulting (Service Cloud focus).

• Salesforce Administrator & Service Cloud Consultant certified.

• Proven Service Cloud Voice implementation experience.

• 1+ full lifecycle Amazon Connect CTI Adapter implementation.

• Hands-on AWS Lambda + Salesforce integration experience.

• Strong knowledge of Open CTI customization.

• Excellent client engagement, problem-solving & stakeholder management.

𝗣𝗿𝗲𝗳𝗲𝗿𝗿𝗲𝗱 𝗦𝗸𝗶𝗹𝗹𝘀:

• Exposure to Einstein Bots, Digital Engagement, Omni-Channel.

• Familiarity with AWS ecosystem (S3, Lex, Polly).

• Knowledge of Salesforce DevOps & CI/CD.

• Agile project delivery experience.