We are seeking an experienced Senior Software Engineer specializing in Amazon Connect, Salesforce Voice, IVR development, and cloud-based contact center solutions. This role will be responsible for designing, developing, and supporting enterprise telephony solutions that integrate Amazon Connect with Salesforce Service Cloud and Salesforce Voice.
The ideal candidate will have hands-on experience building sophisticated IVR applications, implementing intelligent call routing strategies, developing AWS Lambda functions, and integrating customer data across cloud platforms to create seamless customer support experiences.
Key Responsibilities
Contact Center Development
- Design, develop, and maintain Amazon Connect contact flows and telephony solutions.
- Configure and optimize Salesforce Voice integrations with Amazon Connect.
- Implement advanced call routing strategies using skills-based, queue-based, and Omni-Channel routing.
- Build self-service IVR solutions using DTMF, speech recognition, and customer authentication workflows.
- Develop and enhance inbound, outbound, callback, and voicemail capabilities.
AWS Development
- Develop and maintain AWS Lambda functions supporting telephony and customer engagement workflows.
- Design serverless integrations using AWS services including:
- Lambda
- DynamoDB
- API Gateway
- S3
- SNS
- SQS
- CloudWatch
- EventBridge
- Implement secure integrations between AWS and Salesforce platforms.
Salesforce Development
- Configure Salesforce Voice and Service Cloud Voice capabilities.
- Develop Apex, Flows, and integrations supporting Voice workflows.
- Implement Omni-Channel routing and workforce management solutions.
- Create screen pops, customer identification workflows, and automated case creation processes.
- Integrate customer, product, and support data into voice experiences.
Integration & Automation
- Design REST and SOAP API integrations between Salesforce, AWS, and third-party applications.
- Create customer lookup and authentication services.
- Implement real-time data synchronization for contact center operations.
- Develop monitoring, logging, and alerting solutions.
Architecture & Support
- Participate in solution architecture and technical design reviews.
- Create technical documentation, diagrams, and deployment procedures.
- Troubleshoot production issues across Salesforce and AWS platforms.
- Collaborate with business stakeholders to define IVR and routing requirements.
- Mentor junior developers and provide technical leadership.
Required Qualifications
- Bachelor's degree in Computer Science, Information Systems, or related field.
- 5+ years of software engineering experience.
- 3+ years of hands-on Amazon Connect development experience.
- 3+ years of Salesforce development or Salesforce platform experience.
- Experience implementing Salesforce Voice or Service Cloud Voice solutions.
- Strong experience building and supporting AWS Lambda functions.
- Experience designing and implementing IVR applications and call flows.
- Experience with:
- JavaScript/TypeScript
- Apex
- REST APIs
- JSON
- AWS SDKs
- Git-based source control
Preferred Qualifications
- Amazon Connect Specialty experience.
- Salesforce Service Cloud Consultant certification.
- Salesforce Administrator or Platform Developer certification.
- AWS Certified Developer or Solutions Architect certification.
- Experience migrating telephony platforms (e.g., Talkdesk, Genesys, Five9, NICE CXone).
- Experience with speech analytics, conversational AI, or Amazon Lex.
- Experience with contact center reporting and workforce optimization.
Technical Skills
AWS
- Amazon Connect
- AWS Lambda
- API Gateway
- DynamoDB
- CloudWatch
- S3
- SNS/SQS
- IAM
- EventBridge
Salesforce
- Salesforce Voice
- Service Cloud
- Omni-Channel
- Apex
- Lightning Platform
- Flows
- Platform Events
- Integration Patterns
Contact Center
- IVR Design
- Contact Flows
- Call Routing
- Queue Management
- Skills-Based Routing
- Call Recording
- Screen Pops
- CTI Integrations
- Customer Authentication
Success Measures
- Deliver scalable and reliable telephony solutions.
- Improve call routing accuracy and customer experience.
- Reduce call handling time through automation and intelligent routing.
- Maintain high availability and performance of voice platforms.
- Successfully integrate AWS and Salesforce technologies into a seamless customer support ecosystem.
Skills Required
- Bachelor's degree in Computer Science, Information Systems, or a related field
- 5+ years of software engineering experience
- 3+ years of hands-on Amazon Connect development experience
- 3+ years of Salesforce development or Salesforce platform experience
- Experience implementing Salesforce Voice or Service Cloud Voice solutions
- Strong experience building and supporting AWS Lambda functions
- Experience designing and implementing IVR applications and call flows
- Experience with JavaScript or TypeScript
- Experience with Apex
- Experience with REST APIs
- Experience with JSON
- Experience with AWS SDKs
- Experience with Git-based source control
- Amazon Connect Specialty experience
- Salesforce Service Cloud Consultant certification
- Salesforce Administrator or Platform Developer certification
- AWS Certified Developer or Solutions Architect certification
- Experience migrating telephony platforms such as Talkdesk, Genesys, Five9, or NICE CXone
- Experience with speech analytics, conversational AI, or Amazon Lex
- Experience with contact center reporting and workforce optimization
Jade Global Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Jade Global and has not been reviewed or approved by Jade Global.
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Healthcare Strength — Core medical, dental, and vision coverage appears established with mainstream U.S. carriers, forming a solid baseline of healthcare support. EAPs and tax‑advantaged accounts (FSAs/HSAs) are also cited, indicating options beyond basic insurance.
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Retirement Support — A 401(k) program with employer match is consistently referenced as part of the package. Availability of traditional and Roth options is noted, supporting long‑term savings flexibility.
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Parental & Family Support — Parental leave is referenced, and family‑oriented offerings such as backup childcare are highlighted in company materials. These elements can enhance the overall family support experience even when cash pay is not top‑tier.
Jade Global Insights
What We Do
A Trusted Partner for Every Digital Enterprise Bringing Value. Jade Global is a global IT consulting company with two decades of industry experience that helps the world’s leading businesses and organizations build their digital core, optimize their operations, and accelerate revenue growth. We are headquartered in San Jose, California; Jade Global operates with offices in 13 locations across North America, the UK, and Asia. Renowned as a trusted "partner of choice" for businesses in Healthcare & Life Sciences, Hi-tech, Retail, Manufacturing, and Financial Industries, Jade Global has innovated 30+ industry-specific solutions. Whether your focus is harnessing or expanding Gen-AI, AI, and digital capabilities, transforming operating models, or accelerating insightful decision-making, we’re here to help you gain and maintain a competitive edge with efficient, sustainable models. At Jade Global, it’s all about outcomes—your outcomes—and delivering the results you desire, tailored to your unique requirements
Why Work With Us
We are Great Place to Work Certified company and Jade focus on people first approach.
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