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The Role
Lead integration of Salesforce Service Cloud and AWS Connect to build omni-channel support: design contact flows, telephony-CRM integrations, full-stack React/Node.js apps, AWS Lambda routing, AI chatbots, and technical governance while mentoring teams and collaborating with US stakeholders.
Summary Generated by Built In
We partner with the world’s most valuable brands to build digital solutions that transform businesses. As a digital native, we bring a 27-year track record of accelerating business impact through complete and scalable digital solutions. With a global presence of 7,000+ professionals in strategy, research, data science, design and engineering, we unlock top-line growth, improve customer experience and drive operational efficiency.
We are seeking a high-level Senior Hybrid Developer to lead the integration of modern web technologies, AI, and cloud telephony. This role is unique: you will bridge the gap between Salesforce Service Cloud and AWS Connect to build a world-class, omni-channel support ecosystem.
As a subject matter expert in Agentforce and AWS Call Center solutions, you will design seamless workflows where voice, web, and AI-driven data intersect. You are the ideal candidate if you can build a custom React dashboard, optimize an AWS Lambda for telephony routing, and configure Salesforce Service Cloud Voice with equal precision.
As a subject matter expert in Agentforce and AWS Call Center solutions, you will design seamless workflows where voice, web, and AI-driven data intersect. You are the ideal candidate if you can build a custom React dashboard, optimize an AWS Lambda for telephony routing, and configure Salesforce Service Cloud Voice with equal precision.
Key Responsibilities:
Omni-Channel Strategy: Partner with US stakeholders to design "Voice of the Customer" journeys, integrating AWS Connect with Salesforce to provide a 360-degree view of client interactions.
Telephony Integration: Develop and maintain integrations between Salesforce Service Cloud and AWS, including CTI (Computer Telephony Integration), Contact Flow designs, and real-time data syncing.
Hybrid Web Development: Architect and deploy full-stack web applications (React/Node.js) that enhance the agent experience and integrate directly with AWS and Salesforce APIs.
AI & Automation: Implement Agentforce and AWS AI services (like Amazon Lex or Polly) to automate self-service voice bots and intelligent call routing.
Cloud Infrastructure: Manage and optimize AWS Lambda functions and backend services that power the connectivity between the call center and the CRM.
Technical Governance: Document complex integration architectures and SOPs to ensure the sustaining team can maintain high-availability systems.
Mentorship & Leadership: Act as a bridge between the Web, Salesforce, and DevOps teams, sharing expertise on cloud-native communication best practices.
Required Technical Skill Set
Salesforce Mastery: Deep expertise in Service Cloud, Salesforce Flow, and LWC. Experience with Service Cloud Voice is highly preferred.
AWS Connect Expertise: Proven experience configuring Amazon Connect, including Contact Flows, Lambda integrations, and Lex chatbots.
Fullstack Engineering: Proficiency in modern JS frameworks (React, Vue, or Angular) and backend environments (Node.js, Python, or Java).
API & Middleware: Strong understanding of REST/Websockets for real-time communication between telephony and web interfaces.
AI & Agentforce: Hands-on experience with Salesforce Agentforce and integrating LLMs to enhance customer service automation.
Client Engagement: Elite English skills; ability to consult with US-based clients on technical strategy and "best-fit" cloud solutions.
Problem-Solving: A "system-thinker" mindset—capable of debugging complex issues across the entire stack from CRM to Cloud.
Qualifications
Experience: 5+ years of professional experience in Salesforce Development and 3+ years in Fullstack Web Development.
Specialized Expertise: At least 2 years working with AWS Connect or similar cloud-based call center technologies.
Language: Advanced/Fluent English (written and spoken) for direct US-client collaboration.
Education: Bachelor’s degree in Computer Science, Software Engineering, or equivalent practical experience.
Project Leadership: Demonstrated experience in leading complex integrations and managing stakeholder expectations throughout the project lifecycle.
Additional Skills (Beneficial)
Certifications: Salesforce Service Cloud Consultant, Platform Developer II, Agentforce Specialist, or AWS Certified Cloud Practitioner.
Analytics: Experience with Amazon QuickSight or Salesforce Tableau for call center performance data.
DevOps: Familiarity with CI/CD pipelines (GitHub Actions, SFDX) and Infrastructure as Code (Terraform or AWS CloudFormation).
Methodology: Strong background in Agile/Scrum development environments.
CI&T is an equal-opportunity employer. We celebrate and appreciate the diversity of our CI&Ters’ identities and lived experiences. We are committed to building, promoting, and retaining a diverse, inclusive, and equitable company and culture focused on creating a better tomorrow. At CI&T, we recognize that innovation and transformation only happen in diverse, inclusive, and safe work environments. Our teams are most impactful when people from all backgrounds and experiences collaborate to share, create, and hear ideas. We strongly encourage candidates from diverse and underrepresented communities to apply for our vacancies.
CI&T is an equal-opportunity employer. We celebrate and appreciate the diversity of our CI&Ters’ identities and lived experiences. We are committed to building, promoting, and retaining a diverse, inclusive, and equitable company and culture focused on creating a better tomorrow.
At CI&T, we recognize that innovation and transformation only happen in diverse, inclusive, and safe work environments. Our teams are most impactful when people from all backgrounds and experiences collaborate to share, create, and hear ideas.
We strongly encourage candidates from diverse and underrepresented communities to apply for our vacancies.
Skills Required
- 5+ years professional experience in Salesforce development
- 3+ years professional experience in full-stack web development
- At least 2 years working with AWS Connect or similar cloud call center technologies
- Deep expertise in Salesforce Service Cloud, Salesforce Flow, and LWC
- Experience with Service Cloud Voice
- Proficiency with modern JS frameworks (React, Vue, or Angular)
- Backend proficiency in Node.js, Python, or Java
- Proven experience configuring Amazon Connect, Contact Flows, and Lambda integrations
- Hands-on experience with Agentforce and integrating LLMs for customer service automation
- Strong understanding of REST APIs and WebSockets for real-time telephony-web communication
- Experience managing and optimizing AWS Lambda functions and cloud infrastructure
- Advanced/fluent English for US-client consultation
- Bachelor's degree in Computer Science, Software Engineering, or equivalent practical experience
- Demonstrated project leadership in complex integrations and stakeholder management
- Ability to document integration architectures and create SOPs for sustaining teams
- Experience with Amazon QuickSight or Salesforce Tableau for call center analytics
- Familiarity with CI/CD (GitHub Actions, SFDX) and IaC (Terraform or CloudFormation)
- Background working in Agile/Scrum development environments
- Strong system-thinking problem-solving across CRM to cloud telephony stack
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The Company
What We Do
CI&T is your end-to-end digital transformation partner. As a digital native, we bring a 27-year track record of accelerating business impact through complete and scalable digital solutions. With a global presence of 6,000+ professionals in strategy, research, data science, design and engineering, we unlock top-line growth, improve customer experience and drive operational efficiency.
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