Senior Salesforce Service Cloud Voice Developer - Remote LATAM
Position: Senior Salesforce Service Cloud Voice Developer
Location: Remote from LATAM
Contract Type: Full-time Vendor
Time Zone Alignment: EST ±2
About In All Media
We are a Managed Nearshore Teams provider headquartered in Austin, specializing in building and embedding high-performing software development teams. From design to deployment, we deliver customized solutions by connecting global talent with innovative client projects. Our model gives you the opportunity to work on international challenges, collaborate with diverse teams, and grow your career while being part of a company that values expertise, creativity, and impact. The contract for this role will be directly with In All Media.
Project Overview
You will be joining a highly focused Telephony Team for a prominent client in the financial services/debt settlement industry dedicated to optimizing their contact center operations. This project is critical for supporting both their sales and service functions by leveraging the latest cloud telephony technologies.
The core challenge involves leading the technical design, development, and optimization of their Salesforce Service Cloud Voice and Amazon Connect ecosystem to ensure high performance, scalability, and reliability. You will be instrumental in translating complex business requirements into high-quality, efficient technical solutions, directly impacting the customer experience and operational efficiency of the organization.
Key Responsibilities
- Design, develop, and maintain IVR call flows and outbound campaigns within Salesforce Service Cloud Voice and Amazon Connect.
- Configure and manage users, contact flows, queues, routing profiles, and Lex bots in the Amazon Connect Administration UI.
- Collaborate directly with business stakeholders to gather requirements, define technical solutions, and deliver scalable cloud contact center implementations.
- Create and maintain detailed low-level design documentation, ensuring version control and adherence to development best practices.
- Analyze system performance metrics and generate reports using Salesforce and Amazon Connect data to identify optimization opportunities.
- Conduct peer code reviews and collaborate with the DevOps team for seamless deployment, versioning, and environment maintenance.
- Develop and implement robust system monitoring and alerting mechanisms to continuously improve system performance and reliability.
Must-Have Skills
- 6+ years of combined experience designing and developing Salesforce Service Cloud Voice and Amazon Connect IVR applications.
- Hands-on expertise with Amazon Connect Administration (contact flows, routing, configuration).
- Strong understanding of Salesforce Administration UI related to Service Cloud Voice.
- Proficiency in writing Salesforce queries and reports for troubleshooting and data validation.
- Experience in Agile and remote teams.
- Fluent English for daily communication.
Nice-to-Have Skills
- Prior experience in the financial services or debt settlement industry.
- Familiarity with monitoring and ticketing tools such as Splunk, Datadog, ServiceNow, or Jira.
- Understanding of AI Voice Bots or Lex integration.
Location & Time Zone
This is a 100% remote position for senior talent based in LATAM.
Time Zone & Collaboration
Role requires significant overlap with teams in EST. Flexibility is expected for meetings and collaborative sessions.
Language
All interviews, documentation, and daily communication are in English.