Senior Salesforce Developer, Service Cloud Voice

Summary

Join NeuraFlash as a Sr. Service Cloud Voice Developer and contribute to the future of AI-powered business solutions. You will leverage your AWS and Salesforce expertise to design, develop, and implement Service Cloud Voice and Amazon Connect solutions for our clients. This role requires strong technical skills, excellent communication abilities, and experience in contact center technologies. You will work directly with clients, translating their needs into effective solutions and providing training and support. The position offers a flexible work environment, including remote options and travel opportunities, along with a collaborative and fun team culture.

Requirements

• Customer-facing contact center experience
• Experience with Amazon Connect Contact Flow Development
• Communication and presentation skills with a high degree of comfort speaking with executives, IT Management, and customers
• API integration experience
• Strong troubleshooting and debugging skills
• Experience deploying AWS resources using infrastructure as code (Cloudformation, CDK, Terraform, etc.)
• Comfortable writing Lambda functions in javascript or python
• Experience creating bots in Lex, ideally with custom Lambda integrations

Responsibilities

• Utilize your AWS Developer skill set to work on Service Cloud Voice projects
• Ensure customer success in building and launching Amazon Connect solutions for NeuraFlash customers
• Facilitate business process reviews to identify customer requirements and processes
• Educate customers on the value proposition of AWS, and participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud
• Translate customer requirements into contact center design, leveraging best practices and minimizing the need for custom development
• Configure Salesforce Service Cloud Voice and Amazon Connect solutions
• Act as the technical liaison between customers, partners, and support
• Drive best practices for contact center design in every aspect of solution
• Manage all technical aspects of projects and necessary customer communications
• Deliver customer end-user training and documentation
• Exercise independent judgment, and take the lead role on enterprise-level projects with minimal direction from senior management
• Lead vision and strategy discussions with contact center and customer service leadership and management

Preferred Qualifications

• Contact Center architecture knowledge
• Experience in technology/software sales, pre-sales, or consulting
• Hands-on experience building complex omnichannel contact center solutions
• Advanced knowledge of AWS services and cloud architecture
• Passion to learn Service Cloud Voice
• Contact center product knowledge of other platforms (Genesys, Cisco, Avaya, Twilio, etc.)
• Salesforce configuration knowledge
• Experience working with outbound dialers, campaign management
• Experience with WorkForce Management solutions
• Experience building integrations across WFM, CRM, and contact center solutions
• Experience with communications protocols and APIs such as WebRTC and SIP
• Experience designing call flows, preferably with Amazon Connect
• Customer-facing contact center experience with Amazon Connect
• AWS Cloud Practitioner Certification
• AWS Developer Associate Certification or Professional
• AWS Solution Architect Certification or Professional
• Salesforce Certified Administrator

Benefits

• Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash Family who work remotely, we’re focused on keeping everyone connected and unified as one team
• Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%
• Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done
• Collaboration: You have a voice here!  If you work with a team of smart people like we do, it’s a no-brainer to take suggestions and feedback on how to keep NeuraFlash thriving.  Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small
• Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together
• Location: NeuraFlash strives to provide you with the flexibility to work in the location that makes the most sense for your lifestyle. For those that prefer an office setting, this role may be based in any of our hub locations within the United States. If you prefer to work from home, we can accommodate remote locations for our employees based in the United States, anywhere within British Columbia or Ontario for our Canada-based employees, anywhere in India for our India-based employees, and anywhere within Colombia for our Colombia-based employees!