Salesforce SCV Engineer

Job description

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? • Bring the miracles of science to life alongside a supportive, future-focused team. • Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally. • Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact. • Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave. • Opportunity to work in an international environment, collaborating with diverse business teams and vendors, working in a dynamic team, and fully empowered to propose and implement innovative ideas.  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 t