Senior Salesforce Service Cloud Voice Tech Lead

Capgemini; Atlanta (GA); Hybrid; USD 82,000 - 193,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision

401(k) retirement

Life and disability insurance

Employee assistance program

Job summary

Capgemini is seeking a Salesforce Service Cloud Voice Technical Lead to drive enterprise-scale Service Cloud and Amazon Connect implementations. Hybrid role with multiple U.S. locations, including Atlanta, Chicago, Dallas, and New York.

The role emphasizes leadership, hands-on development with Apex and LWC, and strong integration expertise across Salesforce, AWS, and contact center tech stacks. Collaboration with business and analytics teams is essential.

Qualifications

• 8+ years Salesforce platform experience with at least 3+ years as a Technical Lead on Service Cloud implementations.
• Hands-on experience delivering Salesforce Service Cloud Voice solutions integrated with Amazon Connect in a contact center.
• Experience leading multiple end-to-end implementations involving Amazon Connect, Salesforce Service Cloud, and customer service transformation.
• Deep expertise in Salesforce Service Cloud including Case Management, Omni-Channel Routing, Service Console, Knowledge, Entitlements, Milestones, and Digital Engagement.
• Strong hands-on development experience with Apex, Lightning Web Components (LWC), SOQL, Salesforce Flows, and integration patterns.
• Advanced knowledge of Amazon Connect including Contact Flows, CCP, CTI Adapter for Salesforce, screen pops, click-to-dial, call recording, transfers, routing.
• Hands-on AWS experience with Lambda, S3, DynamoDB, IAM, Kinesis, and Amazon Connect APIs.
• Strong understanding of contact center technologies including IVR, ACD, routing, workforce optimization, and reporting.

Responsibilities

• Technical lead represents the team in project meetings and collaborates with analysts and architects.
• Supervise, mentor and manage large teams of programmers across projects.
• Develop, test and integrate applications and tools in controlled environments, focusing on scalable architecture.
• Design and implement real-time integrations between Salesforce, Amazon Connect, and enterprise apps via REST APIs.

Skills

Salesforce experience

Leadership

Client-facing

REST API integration

CI/CD

Education

Salesforce Platform Developer cert

Service Cloud Consultant cert

AWS/Amazon Connect certs

Tools

Salesforce DX

Git

Copado

Gearset

Apex

LWC

SOQL

Amazon Connect

Job description

Capgemini is seeking a Salesforce Service Cloud Voice Technical Lead to drive enterprise-scale Service Cloud and Amazon Connect implementations. Hybrid role with multiple U.S. locations, including Atlanta, Chicago, Dallas, and New York.

The role emphasizes leadership, hands-on development with Apex and LWC, and strong integration expertise across Salesforce, AWS, and contact center tech stacks. Collaboration with business and analytics teams is essential.