Hyderabad, Telangana, India
Onsite
About the job
Ready to push the limits of what’s possible? Join 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 Engineer’s 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
Bachelor’s 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
Why choose us?
Pursue Progress. Discover Extraordinary.
Progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.
At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.
Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!
Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.
Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!
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