Senior Administrator: Amazon Connect and Service Cloud Voice

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

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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. • Delive...