SF -Service Cloud Lead

Req ID: 339709 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a SF -Service Cloud Lead to join our team in Hyderabad, Telangana (IN-TG), India (IN).

"""e are seeking an experienced Technical Lead with expertise in Salesforce Service Cloud, AWS, and Voice/CTI platforms (Amazon Connect, Genesys). The ideal candidate will lead solution design, oversee technical delivery, and ensure successful implementation of cloud-based contact center solutions integrated with Salesforce Service Cloud. This role combines hands-on architecture, technical leadership, and stakeholder management.

Key Responsibilities
Service Cloud

Lead design and implementation of Service Cloud features: Case Management, Omni-Channel, Knowledge Base, Service Console, and Digital Engagement.

Integrate Voice/CTI solutions with Salesforce for seamless agent experience (screen pop, click-to-dial, call logging).

Optimize agent workflows and service automation (Flows, Macros, Einstein Bots).

Voice / Contact Center (Amazon Connect / Genesys)

Architect and configure Amazon Connect or Genesys Cloud for inbound/outbound voice and IVR flows.

Integrate CTI/telephony with Service Cloud Voice for real-time customer interactions.

Define routing, skills-based assignment, call recording, and reporting strategies.

Ensure high availability, scalability, and resilience of contact center solutions.

AWS / Cloud Infrastructure

Design and manage AWS services (Lambda, S3, API Gateway, DynamoDB, Kinesis, etc.) for integrations.

Implement real-time data exchange between Salesforce and AWS-based applications.

Collaborate with cloud engineers to ensure secure, cost-optimized, and compliant AWS deployments.

Leadership & Governance

Act as technical lead, mentoring developers, admins, and integration specialists.

Conduct design/code reviews and enforce Salesforce/AWS best practices.

Collaborate with business, operations, and IT stakeholders to define solution roadmaps.

Ensure delivery aligns with compliance, security, and performance standards.

Required Skills & Qualifications

8–12 years of Salesforce/Cloud experience, with at least 3+ years in a Tech Lead role.

Proven expertise in Salesforce Service Cloud (Case Mgmt, Omni-Channel, Knowledge, Service Console).

Hands-on experience integrating Service Cloud Voice with Amazon Connect or Genesys.

Strong knowledge of AWS services (Lambda, API Gateway, EventBridge, Kinesis, etc.).

Experience with CTI integrations, telephony protocols, and customer engagement platforms.

Proficiency in Apex, Lightning Web Components (LWC), Flows, APIs (REST/SOAP).

Salesforce certifications preferred:

Service Cloud Consultant

Salesforce Platform Developer I/II

Integration Architect / Identity Designer (plus)

AWS certifications (e.g., AWS Solutions Architect Associate/Professional) highly desirable.

Nice to Have

Experience with Genesys AI, Amazon Lex/Polly for conversational AI bots.

Exposure to Einstein AI and Analytics (Tableau CRM) for service performance.

Familiarity with DevOps/CI-CD pipelines (Copado, Gearset, Jenkins, Git).

Knowledge of regulatory compliance (PCI DSS, GDPR, HIPAA) in contact center solutions."""

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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