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