Job Title: Salesforce Cloud Contact Center Specialist

Location: Atlanta, GA (3 days in office)

Job Overview:

• We are seeking a highly skilled and motivated Salesforce Cloud Contact Center Specialist to join our dynamic team.
• In this role, you will be responsible for designing, implementing, and maintaining Salesforce Cloud Contact Center solutions to enhance our customer service operations.
• The ideal candidate should have a strong background in Salesforce, contact center technologies, and excellent problem-solving skills.

Responsibilities:

1. Salesforce Implementation:

• Design, configure, and implement Salesforce Cloud Contact Center solutions to meet business requirements.
• Customize and optimize Salesforce features such as Omni-Channel, CTI (Computer Telephony Integration), and Service Cloud to improve contact center efficiency.

2. Integration:

• Integrate Salesforce with other systems and platforms to ensure seamless data flow and a unified customer experience.
• Collaborate with cross-functional teams to implement and maintain integration solutions.

3. Custom Development:

• Develop custom functionalities and features in Salesforce to address unique contact center needs.
• Write Apex code, Visualforce pages, and Lightning components as required.

4. User Training and Support:

• Provide training to contact center agents and other users on Salesforce tools and features.
• Offer ongoing support to troubleshoot and resolve issues related to the Salesforce Cloud Contact Center.

5. Analytics and Reporting:

• Create and maintain reports and dashboards to track key contact center metrics.
• Analyze data to identify trends, areas for improvement, and make recommendations for optimization.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Salesforce certifications such as Salesforce Certified Administrator and Salesforce Certified Service Cloud Consultant.
• Proven experience in implementing and customizing Salesforce Cloud Contact Center solutions.
• Familiarity with contact center technologies such as CTI, IVR (Interactive Voice Response), and ACD (Automatic Call Distribution).
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.

Skills:

• Proficiency in Salesforce configuration and customization.
• Knowledge of Apex, Visualforce, and Lightning components.
• Experience with integration tools and technologies.
• Understanding of contact center best practices and industry trends.
• Strong project management skills.