Salesforce Lead | W2 Only | On-site role |

Seeking a Senior Salesforce Developer with deep expertise in Service Cloud Omnichannel capabilities and integration with Amazon Connect. This role will be responsible for modernizing customer engagement channels (Email, Chat, Voice) and leading the transition from legacy Omnichannel configurations to next-generation routing frameworks ahead of end-of-life timelines.

 

Omnichannel Modernization & Routing

Lead migration from legacy Salesforce Omnichannel (EOL June 2026) to updated routing frameworks
Design and implement intelligent routing for:
Email-to-Case
Chat (Live Agent / Messaging)
Voice (Amazon Connect integration)
Configure skills-based, priority-based, and capacity-based routing models
Optimize agent workload distribution and service efficiency
 

Amazon Connect & AWS Lambda Integration

Design and maintain integrations between Salesforce Service Cloud and Amazon Connect
Develop and enhance AWS Lambda functions for:
Call routing logic
Data retrieval and enrichment
Real-time decisioning
Upgrade and maintain AWS Lambda packages using latest Amazon APIs and SDKs
 

Configure and customize:

Case Management
Email-to-Case
Chat/Messaging
Knowledge
Develop Apex, Lightning Web Components (LWC), and Flows