We partner with the world’s most valuable brands to build digital solutions that transform businesses. As a digital native, we bring a 27-year track record of accelerating business impact through complete and scalable digital solutions. With a global presence of 7,000+ professionals in strategy, research, data science, design and engineering, we unlock top-line growth, improve customer experience and drive operational efficiency.
We are seeking a high-level Senior Hybrid Developer to lead the integration of modern web technologies, AI, and cloud telephony. This role is unique: you will bridge the gap between Salesforce Service Cloud and AWS Connect to build a world-class, omni-channel support ecosystem.
As a subject matter expert in Agentforce and AWS Call Center solutions, you will design seamless workflows where voice, web, and AI-driven data intersect. You are the ideal candidate if you can build a custom React dashboard, optimize an AWS Lambda for telephony routing, and configure Salesforce Service Cloud Voice with equal precision.
Key Responsibilities:
Omni-Channel Strategy: Partner with US stakeholders to design "Voice of the Customer" journeys, integrating AWS Connect with Salesforce to provide a 360-degree view of client interactions.
Telephony Integration: Develop and maintain integrations between Salesforce Service Cloud and AWS, including CTI (Computer Telephony Integration), Contact Flow designs, and real-time data syncing.
Hybrid Web Development: Architect and deploy full-stack web applications (React/Node.js) that enhance the agent experience and integrate directly with AWS and Salesforce APIs.
AI & Automation: Implement Agentforce and AWS AI services (like Amazon Lex or Polly) to automate self-service voice bots and intelligent call routing.
Cloud Infrastructure: Manage and optimize AWS Lambda functions and backend services that power the connectivity between the call center and the CRM.
Technical Governance: Document complex integration architectures and SOPs to ensure the sustaining team can maintain high-availability systems.
Mentorship & Leadership: Act as a bridge between the Web, Salesforce, and DevOps teams, sharing expertise on cloud-native communication best practices.
Required Technical Skill Set
Salesforce Mastery: Deep expertise in Service Cloud, Salesforce Flow, and LWC. Experience with Service Cloud Voice is highly preferred.
AWS Connect Expertise: Proven experience configuring Amazon Connect, including Contact Flows, Lambda integrations, and Lex chatbots.
Fullstack Engineering: Proficiency in modern JS frameworks (React, Vue, or Angular) and backend environments (Node.js, Python, or Java).
API & Middleware: Strong understanding of REST/Websockets for real-time communication between telephony and web interfaces.
AI & Agentforce: Hands-on experience with Salesforce Agentforce and integrating LLMs to enhance customer service automation.
Client Engagement: Elite English skills; ability to consult with US-based clients on technical strategy and "best-fit" cloud solutions.
Problem-Solving: A "system-thinker" mindset—capable of debugging complex issues across the entire stack from CRM to Cloud.
Qualifications
Experience: 5+ years of professional experience in Salesforce Development and 3+ years in Fullstack Web Development.
Specialized Expertise: At least 2 years working with AWS Connect or similar cloud-based call center technologies.
Language: Advanced/Fluent English (written and spoken) for direct US-client collaboration.
Education: Bachelor’s degree in Computer Science, Software Engineering, or equivalent practical experience.
Project Leadership: Demonstrated experience in leading complex integrations and managing stakeholder expectations throughout the project lifecycle.
Additional Skills (Beneficial)
Certifications: Salesforce Service Cloud Consultant, Platform Developer II, Agentforce Specialist, or AWS Certified Cloud Practitioner.
Analytics: Experience with Amazon QuickSight or Salesforce Tableau for call center performance data.
DevOps: Familiarity with CI/CD pipelines (GitHub Actions, SFDX) and Infrastructure as Code (Terraform or AWS CloudFormation).
Methodology: Strong background in Agile/Scrum development environments.
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