Senior Software Engineer – Amazon Connect & Salesforce Voice

Jade Global; Pune District; On-site; INR 2,200,000 - 4,200,000; Full time

Job summary

Jade Global is seeking an experienced Senior Software Engineer in Pune to design and implement telephony solutions that connect Amazon Connect with Salesforce Service Cloud and Salesforce Voice. You will build sophisticated IVR flows, design routing strategies, and develop AWS Lambda functions to automate customer interactions.

The role requires hands-on experience with AWS, Salesforce integrations, and Omni-Channel workflows, delivering scalable, secure voice experiences for enterprise

Qualifications

• Bachelor's degree in CS/Information Systems or related field.
• 5+ years of software engineering experience.
• 3+ years of Amazon Connect development experience.
• 3+ years of Salesforce development or Salesforce platform experience.
• Experience implementing Salesforce Voice or Service Cloud Voice.

Responsibilities

• Design, develop, and maintain Amazon Connect contact flows and telephony solutions.
• Integrate Salesforce Voice with Amazon Connect and implement Omni-Channel routing.
• Develop AWS Lambda functions and serverless integrations for telephony workflows.
• Create screen pops, automatic case creation, and customer lookup capabilities.
• Build IVR applications with DTMF, speech, and customer authentication.
• Collaborate on architecture reviews, documentation, and deployment procedures.

Skills

JavaScript/TypeScript

Salesforce development

Salesforce Voice / Service Cloud Voice

AWS Lambda

REST APIs

JSON

Git

IVR design

Call routing

Omni-Channel routing

Screen pops

CTI integrations

Education

Bachelor's degree in CS / Information Systems

Tools

AWS

AWS Lambda

API Gateway

DynamoDB

S3

CloudWatch

SNS/SQS

EventBridge

Salesforce

Salesforce Voice

Service Cloud Voice

Lightning Platform

Flows

Job description

We are seeking an experienced Senior Software Engineer specializing in Amazon Connect, Salesforce Voice, IVR development, and cloud-based contact center solutions . This role will be responsible for designing, developing, and supporting enterprise telephony solutions that integrate Amazon Connect with Salesforce Service Cloud and Salesforce Voice.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.Key ResponsibilitiesContact Center DevelopmentDesign, develop, and maintain Amazon Connect contact flows and telephony solutions.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 DevelopmentDevelop and maintain AWS Lambda functions supporting telephony and customer engagement workflows.Design serverless integrations using AWS services including:LambdaDynamoDBAPI GatewayS3SNSSQSCloudWatchEventBridgeImplement secure integrations between AWS and Salesforce platforms.Salesforce DevelopmentConfigure 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 & AutomationDesign 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 & SupportParticipate 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 QualificationsBachelor'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/TypeScriptApexREST APIsJSONAWS SDKsGit-based source controlPreferred QualificationsAmazon 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 SkillsAWSAmazon ConnectAWS LambdaAPI GatewayDynamoDBCloudWatchS3SNS/SQSIAMEventBridgeSalesforceSalesforce VoiceService CloudOmni-ChannelApexLightning PlatformFlowsPlatform EventsIntegration PatternsContact CenterIVR DesignContact FlowsCall RoutingQueue ManagementSkills-Based RoutingCall RecordingScreen PopsCTI IntegrationsCustomer AuthenticationSuccess MeasuresDeliver 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.