Salesforce Service cloud + AWS tech lead

Service Cloud Lead design and implementation of Service Cloud features: Case Management, Omni-Channel, Knowledge Base, Service Console, and Digital Engagement. Integrate Voice/CTI solutions with Salesforce for seamless agent experience (screen pop, click-to-dial, call logging). Optimize agent workflows and service automation (Flows, Macros, Einstein Bots). Voice / Contact Center (Amazon Connect / Genesys) Architect and configure Amazon Connect or Genesys Cloud for inbound/outbound voice and IVR flows. Integrate CTI/telephony with Service Cloud Voice for real-time customer interactions. Define routing, skills-based assignment, call recording, and reporting strategies. Ensure high availability, scalability, and resilience of contact center solutions. AWS / Cloud Infrastructure Design and manage AWS services (Lambda, S3, API Gateway, DynamoDB, Kinesis, etc.) for integrations. Implement real-time data exchange between Salesforce and AWS-based applications. Collaborate with cloud engineers to ensure secure, cost-optimized, and compliant AWS deployments. Act as technical lead, mentoring developers, admins, and integration specialists. Conduct design/code reviews and enforce Salesforce/AWS best practices. Collaborate with business, operations, and IT stakeholders to define solution roadmaps. Ensure delivery aligns with compliance, security, and performance standards. 8-12 years of Salesforce/Cloud experience, with at least 3+ years in a Tech Lead role. Proven expertise in Salesforce Service Cloud (Case Mgmt, Omni-Channel, Knowledge, Service Console). Hands-on experience integrating Service Cloud Voice with Amazon Connect or Genesys. Strong knowledge of AWS services (Lambda, API Gateway, EventBridge, Kinesis, etc.). Experience with CTI integrations, telephony protocols, and customer engagement platforms. Proficiency in Apex, Lightning Web Components (LWC), Flows, APIs (REST/SOAP). Service Cloud Consultant Salesforce Platform Developer I/II Integration Architect / Identity Designer (plus) AWS certifications (e.g., AWS Solutions Architect Associate/Professional) highly desirable. Experience with Genesys AI, Amazon Lex/Polly for conversational AI bots. Exposure to Einstein AI and Analytics (Tableau CRM) for service performance. Familiarity with DevOps/CI-CD pipelines (Copado, Gearset, Jenkins, Git). Knowledge of regulatory compliance (PCI DSS, GDPR, HIPAA) in contact center solutions."