Senior Salesforce Engineer – AWS Connect & Contact Center
Role Overview
SunStrong Management is an 18-month-old, hyper-growth renewable energy asset management company managing over 500K solar assets and 3+ GW of utility/commercial-scale infrastructure. We are seeking a Software Engineer to own the design and implementation of our global, AI-enabled contact center. Reporting directly to the Software Engineering Manager – Salesforce, you will be responsible for our AWS Connect - Salesforce Service Cloud Voice (SCV) to support 200+ agents across 4 global locations.
This role is 100% remote. You must have significant experience in telephony and multi-channel contact centers, with a mandatory mastery of AWS Connect.
Key Responsibilities
- AWS Connect Telephony: Lead the technical design, global routing, SIP trunking, and carrier integration using AWS Connect.
- Multi-Channel Architecture: Design and scale a unified footprint for voice, chat, and digital channels across 4 global support centers using the Salesforce Service Cloud Voice – AWS Connect products.
- Salesforce SCV Integration: Own the integration between AWS Connect and Salesforce Service Cloud Voice to create a seamless agent desktop.
- Startup Scale: Develop CI/CD pipelines and Infrastructure as Code (IaC) to rapidly deploy contact center changes in a fast-paced environment.
- AWS Connect Mastery (Required): Expert-level knowledge of Contact Flows, Contact Lens, Lex bots, Lambda integrations, and AWS telephony infrastructure.
- Telephony Architecture (Required): Deep understanding of SIP, WebRTC, VoIP, global telecom carrier regulations, and number porting.
- Multi-Channel Experience: Proven track record of managing routing, queuing, and analytics for global multi-channel contact centers.
- Salesforce Ecosystem: Strong familiarity with Salesforce Service Cloud, Service Cloud Voice (SCV), and Omni-Channel routing.
- Agile Mindset: Ability to act as a hands-on tech lead in an agile, 18-month-old startup environment.
- Experience with Salesforce AI capabilities (Einstein Copilot, Next Best Action, Einstein Analytics).
- Experience handling IoT data streams, utility sector workflows, or renewable energy asset monitoring.
- 6+ years of contact center architecture experience, with 3+ years explicitly focused on deep AWS Connect implementations.
- AWS Certified Solutions Architect or specialized AWS networking/telephony certifications are highly preferred.
physical requirements
- Extended period working at a computer workstation.
Benefits
SunStrong Management offers a rich and affordable benefits package through UnitedHealthcare and MetLife within the US intercontinental states. Our benefits include:
- HDHP and PPO Medical Plans, buy-up plans for both Dental and Vision, ancillaries such as Accident, Critical illness, Hospital indemnity, Short term and Long-Term Disability, Voluntary Life, and legal services along with multiple add-ons.
- Our 401(k) Package includes an Employer Match of 100% up to the first 4% and 50% on the next 2% with immediate vesting.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
We appreciate the capabilities of artificial intelligence (AI), and we are looking to hire real people. If you use AI for any part of the job application process, we highly encourage that you review any AI generated content to ensure your personality and unique capabilities are highlighted. We reserve the right to disqualify candidates that we reasonably believe solely relied on AI generated content in the application process.
If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.
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