4+ years of Salesforce experience, primarily within Service Cloud 2+ year of hands-on experience with Salesforce Service Cloud Voice Operational experience on Salesforce Service Cloud Voice, including setup, customization, and deployment. Configure Omni-Channel, Voice routing, CTI flows, call center settings, and agent experience within Salesforce. Working knowledge of Amazon Connect (contact flows, queues, routing) understanding of AWS services, particularly: Amazon Connect, AWS Lambda Map and manage voice interaction data to Salesforce objects (Cases, Contacts, Activities, Voice Call records) Configure Servic agent experiences to support voice-enabled workflows Provide functional support to Service oud agents and supervisors Hands-on Development,perform SIT, Support UAT, regression testing, and post-deployment verification Collaborate with Salesforce