Listing Description

YOU'LL HAVE THE OPPORTUNITY TO:

• Facilitate business process reviews to identify customer requirements and processes


• Create visual diagrams illustrating customer business processes


• Create user stories based on customer requirements


• Configure Salesforce Service Cloud Voice and Amazon Connect solutions


• Develop technical requirements and specifications for customers and the technical delivery team


• Learn and drive best practice contact center design into each and every aspect of solution delivery


• Effectively manage aspects of projects and customer communications


• Deliver customer end user training and documentation


• Configure Salesforce Solutions using point-and-click tools available on the platform (e.g., Process Builder and Visual Flows)


• Partner with our Artificial Intelligence team to create innovative Salesforce solutions for our customers


• Acquire new technical expertise and understanding of latest Salesforce features and major launches


• Understanding of Contact Center routing strategies in Salesforce and Amazon Connect

REQUIRED QUALIFICATIONS:

• 1+ years project experience in a hands-on position


• 1+ years of experience with Salesforce in a development or configuration capacity


• Understanding of Customer Service and Contact Center Operations with experience solving Complex Use Cases


• Solid Understanding of Salesforce Platform and its architecture


• Experience building Custom Applications, Lightning Experience, Visual Flows, and Process Builders within Salesforce


• Understanding of Release Management, Application Lifecycle Management, Development Lifecycle, and Deployment Best Practices and Governance


• Client facing experience in the following areas: Pre-Sales Activities, Project Management/Ownership, Discovery and Design, Delivering Solution Options to Customers, and Enterprise Application Architecture

PREFERRED SKILLS:

• Any Salesforce Certifications are a plus, preferably Salesforce Service Cloud, Experience Cloud, or Sales Cloud


• Detail-oriented and a strong team player with great communication skills


• Keep an open mind and must be flexible to change

Nice to haves:

• Contact Center architecture knowledge


• Working knowledge of voip communication protocols like SIP, WebRTC


• Experience building contact centers based on Amazon Connect Contact Center solution


• Experience with Workforce Management solutions


• Experience working with outbound dialers, campaign management