Jobs and Careers

Salesforce Service Cloud Voice Technical Lead (Amazon Connect)

United StatesRemotefull_timeVerifiedPosted 17 Aug 2026

💰 $193,440/yr($82,082/yr – $193,440/yr)

About the role

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Location

This is a hybrid role based in Chicago, Dallas, Houston, Atlanta, New York.

About the job you're considering

Technical lead will represent team in the project meetings, work with business and functional analysts, and software and solution architects in ensuring that programs and systems function as intended. Supervise, mentor and manage large teams of programmers in one or more projects.

Your role

Technical Lead develops, tests and integrates applications, frameworks and tools in a controlled environment. With expertise in a specific technology environment, they are responsible for software-specific design and realization, as well as testing, deployment and release management or technical application management of client-specific package based solutions.

Your skills & experience

. 8+ years of Salesforce platform experience with at least 3+ years serving as a Technical Lead on enterprise-scale Service Cloud implementations.

· Proven hands-on experience delivering Salesforce Service Cloud Voice solutions integrated with Amazon Connect in a contact center environment.

· Experience leading multiple end-to-end implementations involving Amazon Connect, Salesforce Service Cloud, and customer service transformation programs.

· Deep expertise in Salesforce Service Cloud including Case Management, Omni-Channel Routing, Service Console, Knowledge, Entitlements, Milestones, and Digital Engagement.

· Strong hands-on development experience with Apex, Lightning Web Components (LWC), SOQL, Salesforce Flows, and platform integration patterns.

· Advanced knowledge of Amazon Connect including Contact Flows, CCP, CTI Adapter for Salesforce, screen pops, click-to-dial, call recording, call transfers, routing, and agent desktop experiences.

· Hands-on AWS experience with services commonly used in contact center solutions including Lambda, S3, DynamoDB, IAM, Kinesis, and Amazon Connect APIs.

· Strong understanding of contact center technologies including IVR, ACD, skills-based routing, queue management, workforce optimization, and operational reporting.

· Experience designing and implementing real-time integrations between Salesforce, Amazon Connect, enterprise applications, and customer data platforms using REST APIs, Platform Events, middleware, and event-driven architectures.

· Demonstrated leadership experience conducting solution design sessions, establishing development standards, performing code reviews, and mentoring onshore/offshore development teams.

· Experience with DevOps and CI/CD practices using Salesforce DX, Git, Copado, Gearset, or similar release management tools.

· Strong client-facing consulting skills with the ability to translate business requirements into scalable technical architectures and provide leadership during workshops, estimations, and solution planning.

· Salesforce Platform Developer certification required; Service Cloud Consultant certification preferred. Amazon Connect and/or AWS certifications highly desirable.

The base compensation range for this role in the posted location is: $82,082 - $193, 440.

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on