Salesforce SCV Engineer
About the job
Ready to push the limits of whats possibleJoin Sanofi Digital and you can play a vital part in the performance of our entire business while helping to make an impact on million patients around the world.
Main Responsibilities
A Salesforce Service Cloud Voice Engineers job involve designing, developing, and maintaining contact center solutions that integrate Salesforce CRM with Amazon''s AWS cloud telephony, focusing on unified agent desktops, AI-driven insights (Lex, Polly), automated tasks (call summaries), Omni-Channel routing, and leveraging AWS services like Lambda, S3, Kinesis, and API Gateway for robust, scalable CTI/IVR functionality within Salesforce.
Key Responsibilities:
- SCV Implementation Configuration: Design and configure Salesforce Service Cloud Voice and Amazon Connect, including contact flows, queues, and routing profiles.
- Backend API Development: Develop server-side logic using Apex, or Node.js, and integrate RESTful APIs to support telephony data
- Customization: Build custom Lightning Web Components (LWC) for the Service Console to enhance agent experience.
- Creating Interactive Voice Response (IVR) systems, developing Lambda-based integrations (Python/Node.js), implementing Lex bots, and managing routing, queuing, and security policies
- Contact Center Design: Develop, configure, and maintain Amazon Connect instances, contact flows, queues, and agent routing profiles.
- Conversational AI: Integrate Amazon Lex for chatbots and Polly for text-to-speech functionality.
- Monitoring Security: Implement logging/monitoring via CloudWatch and manage IAM roles, permissions, and security (KMS/encryption).
- Integration: Connect Service Cloud Voice with AWS services (Lambda, API Gateway, S3, Kinesis) for features like transcription, sentiment analysis, and call recording.
- Configuration: Set up Salesforce Service Cloud features (Omni-Channel, Knowledge, Service Console) and Amazon Connect instances.
- Support: Provide production support, incident response, root cause analysis, and on-call rotation for contact center systems.
- Collaboration: Work with security/network teams and stakeholders to ensure optimal performance and compliance (PCI, GDPR, HIPAA).
- Testing Optimization: Perform debugging and testing to ensure high performance and reliability of voice-enabled features
- Workforce management (WFM): Strong experience in enabling configuring WFM features like forecasts, capacity planning, scheduling recurring activities, etc
Healthcare Compliance and Patient Data Protection
- Maintain strict adherence to Sanofi Patient Services standards and compliance requirements.
- Ensure all solutions comply with PHI (Protected Health Information) and PII (Personally Identifiable Information) regulations.
- Implement GDPR-compliant data handling, storage, and processing practices.
- Maintain patient data safety and privacy as the highest priority in all technical decisions.
- Participate in compliance audits and implement remediation actions as needed.
- Stay current with healthcare data regulations including HIPAA, GDPR, and other applicable standards.
About You
- Bachelors degree in computer science, or in Engineering, or a related field.
- Minimum of 5 years of relevant experience in software development.
- Proficiency in Apex, Trigger development, and Lightning Web Components (LWC).
- Proficiency in voice integration: Salesforce Service Cloud Voice and Amazon Connect.
- Strong understanding of Service Cloud, CTI (Computer Telephony Integration), and Omni-Channel.
- AWS: Hands-on experience with core AWS services (Lambda, API Gateway, Kinesis, S3, Lex, Polly).
- Amazon Connect: Strong implementation and integration experience with Connect contact flows and routing.
- CTI/Telephony: Understanding of CTI protocols, IVR, and contact center telephony.
- Development knowledge: Proficiency in REST/SOAP APIs and potentially DevOps tools (Gearset, Copado)
- Excellent communication and teamwork abilities.
- Ability to work in a fast-paced and collaborative environment.
- Familiarity with CI/CD tools and practices to streamline development and deployment workflows.
- Salesforce platform developer 1 certification and Salesforce Service Cloud Consultant is required
