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Senior Administrator: Amazon Connect and Service Cloud Voice

Regal Rexnord -
Hyderabad, Telangana

Apply Now

Job details

Full-time

Qualifications

Telephony
Azure
Salesforce Certification
Call center experience
Salesforce
Encryption
AWS
IVR
Scrum
Agile
Threat intelligence
Communication skills
Identity & access management
Analytics

Full job description

Work Model: You’ll work in a hybrid model, onsite at your designated Regal Rexnord location, with flexibility to work remotely.

____________________

KEY RESPONSIBILITIES • Own our Amazon Connect and Salesforce Service Cloud Voice with a focus on reliability, scalability, and security. • Design, build, and maintain IVR/contact flows, routing strategies, queues, call recording/transcription, and analytics (e.g., Contact Lens). • Configure and govern Salesforce Voice: Omni-Channel routing, agent setup, call controls, dispositions, transcripts, visibility, and supervisor tooling. • Implement real-time features including call transcription and Einstein Conversation Insights; operationalize insights to improve agent coaching and QA. • Integrate voice data with Salesforce objects (Cases, Contacts, Activities, custom objects) to streamline agent workflows and reporting. • Establish observability, voice quality telemetry, and automate alerts, dashboards, and runbooks. • Deliver self-service reporting and dashboards (service levels, occupancy, contact outcomes, agent performance, voice/Omni KPIs). • Partner with Network/Security to ensure identity/SSO, encryption, least-privilege IAM, and compliance across environments. • Provide production support for Amazon Connect and Service Cloud Voice; participate in an on-call rotation and after-hours releases. • Lead/assist incident response, root-cause analysis, and post-mortems; author standards, documentation, and mentor admins. • Collaborate cross-functionally (Product Owners, BAs, Developers, Data/Integrations) and operate within Agile/Scrum ceremonies. PROFESSIONAL EXPERIENCE/QUALIFICATIONS Technical Skills Required: • 6–10+ years in telephony/contact center engineering; 4+ years hands-on with Amazon Connect; 3+ years with Salesforce Service Cloud Voice. • Expertise in Amazon Connect: contact flows, routing, queues, CTRs, Contact Lens, outbound, call recording. • Expertise in Salesforce Service Cloud/Voice: Omni-Channel, voice setup, agent configuration, transcripts, analytics, integration patterns. • Proficiency with AWS services: Lambda, CloudWatch, and/or IAM. • Strong understanding of telephony fundamentals: SIP, RTP, PSTN, number management. • Security, compliance, and data governance for contact center platforms. Other Skills Required: • Certified Salesforce Service Cloud Consultant (required). • 3+ years Salesforce Administrator experience with strong Service Cloud focus; hands-on with Service Cloud Voice. • Experience integrating/supporting Amazon Connect with Salesforce; familiarity with CTI troubleshooting and voice analytics/transcripts. • Strong grasp of Salesforce data model, object relationships, data dependencies, and the impact of configuration changes on automation, integrations, and reporting. • Proficiency with Salesforce automation tools (Flows, validation rules); experience building Service screen flows and record-triggered flows. • Excellent communication and stakeholder management; ability to translate business needs into resilient technical solutions. • Agile/Scrum experience; strong attention to detail, data accuracy, and a customer-first mindset. Preferred but not required: • Agentforce experience. • Salesforce certifications (Admin, Platform App Builder, Service Cloud Consultant); AWS Solutions Architect/Developer/DevOps certifications. • Exposure to other CCaaS/voice platforms (Genesys Cloud, Five9, Twilio) and voice quality monitoring tools. • Real-time analytics/BI using CTRs/transcripts/contact data. • SSO/identity (Okta/Azure AD) and enterprise change/release management.

About Regal Rexnord

Regal Rexnord is a publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company’s electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company’s automation offering, comprised of controls, actuators, drives, and precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools.

The Company’s end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit RegalRexnord.com.

Notification to Agencies : Please note that Regal Rexnord Corporation and its affiliates and subsidiaries ("Regal Rexnord") do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement or similar contract and approval from HR to submit resumes for a specific requisition, Regal Rexnord will not consider or approve payment to any third-parties for hires made.

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