Service Cloud + Telephony

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Service Cloud + Telephony

Service Cloud Voice with Amazon Connect (SCV Bundle)

Deployment Model and Its Hiring Implication

Based on a single SKU purchased through Salesforce, we are on the SCV Bundle deployment (also referred to as SCV-AC), not Bring Your Own Amazon (BYOA). This distinction shapes the entire hire.

In the Bundle model, Salesforce creates a new AWS account under its own master payer account. We hold root access, but a Service Control Policy restricts us to a fixed set of AWS services. BYOA instead runs Service Cloud Voice from our own AWS account and permits additional AWS services beyond SCVs scope.

Practical implication: we do not need an AWS engineer. We need a Salesforce Service Cloud practitioner who is genuinely fluent in the Amazon Connect admin surface. Screening for deep AWS infrastructure skills will raise the rate and buy nothing we can use inside the Service Control Policy.

Must-Have Requirements

1. Service Cloud core deep, not adjacent

Case management, record types and page layouts, assignment and escalation rules, Knowledge, the Lightning Service Console, and Entitlements with milestone-based SLAs. Given the Client Care scope, the candidate should have designed a case taxonomy across multiple business units not merely administered one that someone else built.

2. Omni-Channel routing where voice actually lives

Queues, routing configurations, skills-based routing, Omni-Channel Flow, presence statuses and presence configurations, Agent Work records, and the capacity model. The critical piece: voice routes through Omni-Channel, so voice and digital contend for the same agent capacity.

3. Service Cloud Voice configuration

Contact Center setup, the SCV telephony integration user, SSO / Identity Provider configuration between Salesforce and AWS, the Voice Call data model (VoiceCall, VoiceCallRecording, ConversationEntry), screen pop and softphone behaviour in the console, real-time transcription, call recording playback, and after-call work. They should know which objects are queryable and reportable and which are not, since that determines what reporting we can commit to.

4. Amazon Connect administration

Contact flows (the primary skill), queues, routing profiles, hours of operation, quick connects, prompts, phone number claiming and management, Amazon Lex for IVR, and Contact Lens. Contact flow authoring is the most-used capability in this role after the first month.

5. The routing architecture question — recommended primary screen

Ask: what routing logic belongs in Amazon Connect contact flows versus Salesforce Omni-Channel Flow, and why? There is no single correct answer, but a strong candidate will hold a considered position on where the boundary sits, how attributes pass across it, and what happens to a call when Salesforce is unavailable. A weak candidate will treat the two as interchangeable.

6. Telephony fundamentals

DIDs, number porting, PSTN basics, transfer types (cold, warm, conference), queue overflow, callback handling, emergency and after-hours routing, and failover behaviour. We do not need a telecom engineer, but a candidate who has never handled a porting cutover will hurt us on go-live weekend.

7. Platform development

Apex, Flow, LWC, invocable actions and Platform Events — enough to build custom softphone actions, automate wrap-up, and wire voice data into our case and work order flows. A configuration-only administrator will hit a ceiling quickly on a Nova-scale build.

8. Environment and release management awareness

Worth calling out explicitly given our Copado setup: Amazon Connect configuration is not Salesforce metadata. Contact flows, queues and routing profiles do not deploy through Copado and must be promoted manually or via the Connect APIs. Multi-environment SCV is genuinely difficult, and a candidate who has lived through it will raise this unprompted. That is a positive signal.

9. Call recording compliance

Recording consent, two-party consent jurisdictions, announcement handling, PII and payment data redaction, and retention policy. In legal services this is a hard requirement rather than a checkbox.

10. Reporting and supervisor experience

Omni Supervisor, Contact Lens analytics, real-time queue dashboards, and standard contact centre metrics (AHT, ASA, abandonment, occupancy, service level). They should be able to tell a Client Care manager what is measurable natively and what needs to be built.

Nice-to-Have Requirements

• Agentforce for Voice / voice AI agents — Likely where our roadmap goes; overlaps with the agent work already in flight on Nova.
• Einstein Conversation Insights and Next Best Action — Adjacent to the transcription data we will already be capturing.
• Amazon Q in Connect and advanced Lex bot design — Self-service deflection.
• Salesforce Contact Center with Amazon Connect (SCC-AC) — The newer offering that adds native Amazon Connect digital channels. Note a real constraint: Amazon Connect Chat is currently available only with Service Cloud Voice Partner Telephony from Amazon Connect, i.e. BYOA. On our Bundle SKU that path is not open without changing deployment models.
• Legacy telephony migration experience — Cutover planning, parallel running, number migration.
• Workforce management integration — Forecasting and scheduling tools.
• MuleSoft — Given the existing integration workstream and established patterns.
• Open CTI and other CTI adapters — Demonstrates breadth; not required.

Two Points to Resolve Before Posting

Confirm the SKU

If we are in fact on BYOA rather than Bundle, the profile shifts meaningfully toward AWS capability — Lambda, S3, IAM, Kinesis — and we would want either a Salesforce-plus-AWS hybrid or a two-person split. Worth a short confirmation with our Salesforce account team.

Relevant profiles kindly share your updated CV to [email protected]