Senior Software Engineer – Amazon Connect & Salesforce Voice

Role overview

Senior Software Engineer – Amazon Connect & Salesforce Voice at Jade Global

Contact Center Development Design, develop, and maintain Amazon Connect contact flows and telephony solutions.

Senior Software Engineer – Amazon Connect & Salesforce Voice1 We are seeking an experienced Senior Software Engineer specializing in Amazon Connect, Salesforce Voice, IVR development, and cloud-based contact center solutions.

The ideal candidate will have hands-on experience building sophisticated IVR applications, implementing intelligent call routing strategies, developing AWS Lambda functions, and integrating customer data across cloud platforms to create seamless customer support experiences.

Responsibilities

• Configure and optimize Salesforce Voice integrations with Amazon Connect.
• Implement advanced call routing strategies using skills-based, queue-based, and Omni-Channel routing.
• Build self-service IVR solutions using DTMF, speech recognition, and customer authentication workflows.
• Develop and enhance inbound, outbound, callback, and voicemail capabilities.
• AWS Development Develop and maintain AWS Lambda functions supporting telephony and customer engagement workflows.
• Design serverless integrations using AWS services including: Lambda DynamoDB API Gateway S3 SNS SQS CloudWatch EventBridge Implement secure integrations between AWS and Salesforce platforms.
• Salesforce Development Configure Salesforce Voice and Service Cloud Voice capabilities.
• Develop Apex, Flows, and integrations supporting Voice workflows.
• Implement Omni-Channel routing and workforce management solutions.
• Create screen pops, customer identification workflows, and automated case creation processes.
• Integrate customer, product, and support data into voice experiences.
• Integration & Automation Design REST and SOAP API integrations between Salesforce, AWS, and third-party applications.
• Create customer lookup and authentication services.
• Implement real-time data synchronization for contact center operations.
• Develop monitoring, logging, and alerting solutions.
• Architecture & Support Participate in solution architecture and technical design reviews.
• Create technical documentation, diagrams, and deployment procedures.
• Troubleshoot production issues across Salesforce and AWS platforms.
• Collaborate with business stakeholders to define IVR and routing requirements.
• Mentor junior developers and provide technical leadership.

Required qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field. 5+ years of software engineering experience. 3+ years of hands-on Amazon Connect development experience. 3+ years of Salesforce development or Salesforce platform experience.
• Experience implementing Salesforce Voice or Service Cloud Voice solutions.
• Strong experience building and supporting AWS Lambda functions.
• Experience designing and implementing IVR applications and call flows.
• Experience with: JavaScript/TypeScript Apex REST APIs JSON AWS SDKs Git-based source control

Preferred qualifications and skills

• Amazon Connect Specialty experience.
• Salesforce Service Cloud Consultant certification.
• Salesforce Administrator or Platform Developer certification.
• AWS Certified Developer or Solutions Architect certification.
• Experience migrating telephony platforms (e.g., Talkdesk, Genesys, Five9, NICE CXone).
• Experience with speech analytics, conversational AI, or Amazon Lex.
• Experience with contact center reporting and workforce optimization.
• Technical Skills AWS Amazon Connect AWS Lambda API Gateway DynamoDB CloudWatch S3 SNS/SQS IAM EventBridge Salesforce Salesforce Voice Service Cloud Omni-Channel Apex Lightning Platform Flows Platform Events Integration Patterns Contact Center IVR Design Contact Flows Call Routing Queue Management Skills-Based Routing Call Recording Screen Pops CTI Integrations Customer Authentication Success Measures Deliver scalable and reliable telephony solutions.
• Improve call routing accuracy and customer experience.
• Reduce call handling time through automation and intelligent routing.
• Maintain high availability and performance of voice platforms.
• Successfully integrate AWS and Salesforce technologies into a seamless customer support ecosystem.
• Working at Jade Global Talented people are drawn to world-class organizations that offer outstanding opportunities, and Jade Global is an employer of choice for individuals around the world.
• We invest in each employee’s personal and professional wellbeing because we understand that client success, as well as our ultimate success, starts with our employees.
• We seek to provide the benefits you need while standing behind you every step of the way.
• Our programs include health-related policies and leave donation policy.

Employment details

• Location: Pune [Maharashtra]

Additional role details

• This role will be responsible for designing, developing, and supporting enterprise telephony solutions that integrate Amazon Connect with Salesforce Service Cloud and Salesforce Voice.