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 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.