Salesforce Service Cloud Voice Technical Lead (Amazon Connect)

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Location

This is a hybrid role based in Chicago, Dallas, Houston, Atlanta, New York. 

About the job you're considering

Technical lead will represent team in the project meetings, work with business and functional analysts, and software and solution architects in ensuring that programs and systems function as intended. Supervise, mentor and manage large teams of programmers in one or more projects.

Your role

Technical Lead develops, tests and integrates applications, frameworks and tools in a controlled environment. With expertise in a specific technology environment, they are responsible for software-specific design and realization, as well as testing, deployment and release management or technical application management of client-specific package based solutions.

Your skills & experience

. 8+ years of Salesforce platform experience with at least 3+ years serving as a Technical Lead on enterprise-scale Service Cloud implementations.

· Proven hands-on experience delivering Salesforce Service Cloud Voice solutions integrated with Amazon Connect in a contact center environment.

· Experience leading multiple end-to-end implementations involving Amazon Connect, Salesforce Service Cloud, and customer service transformation programs.

· 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 platform integration patterns.

· Advanced knowledge of Amazon Connect including Contact Flows, CCP, CTI Adapter for Salesforce, screen pops, click-to-dial, call recording, call transfers, routing, and agent desktop experiences.

· Hands-on AWS experience with services commonly used in contact center solutions including Lambda, S3, DynamoDB, IAM, Kinesis, and Amazon Connect APIs.

· Strong understanding of contact center technologies including IVR, ACD, skills-based routing, queue management, workforce optimization, and operational reporting.

· Experience designing and implementing real-time integrations between Salesforce, Amazon Connect, enterprise applications, and customer data platforms using REST APIs, Platform Events, middleware, and event-driven architectures.

· Demonstrated leadership experience conducting solution design sessions, establishing development standards, performing code reviews, and mentoring onshore/offshore development teams.

· Experience with DevOps and CI/CD practices using Salesforce DX, Git, Copado, Gearset, or similar release management tools.

· Strong client-facing consulting skills with the ability to translate business requirements into scalable technical architectures and provide leadership during workshops, estimations, and solution planning.

· Salesforce Platform Developer certification required; Service Cloud Consultant certification preferred. Amazon Connect and/or AWS certifications highly desirable.

The base compensation range for this role in the posted location is: $82,082 - $193, 440.

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant in the United States.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.