Job Description

Salesforce Service Cloud Voice ConsultantRole Overview

We are seeking an experienced Salesforce Consultant with strong expertise in Sales Cloud and Service Cloud Voice integrated with Amazon Connect. The ideal candidate will design| configure| and implement Salesforce solutions that enhance customer engagement and streamline sales and service processes.

Key Responsibilities

• Solution Design Implementation oConfigure and customize Salesforce Sales Cloud and Service Cloud Voice features.oSoftphone setup| screen pops| call logging| and Omni Channel routingoDesign and implement Service Cloud Voice integration with Amazon Connect for voice capabilities.oDevelop scalable solutions aligned with Salesforce best practices.
• Business Analysis oGather and analyze business requirements from stakeholders.oTranslate requirements into functional specifications and technical designs.oRecommend process improvements leveraging Salesforce capabilities.
• Integration Automation oImplement automation using Flows and other declarative tools.oEnsure seamless integration between Salesforce and Amazon Connect.oValidate call routing| IVR flows| and screen pop functionality.
• Testing Deployment oConduct UAT and support deployment to production.oTroubleshoot issues related to voice integration and Salesforce configuration.
• Training Support oProvide end-user training and create documentation.oOffer post-implementation support and resolve technical issues.

Required Skills Qualifications

Technical Skills o3 years of experience with Salesforce Sales Cloud and Service Cloud.oHands-on experience with Service Cloud Voice and Amazon Connect integration.oStrong understanding of Salesforce declarative tools and security model.oFamiliarity with CTI concepts and telephony integration.

Certifications oSalesforce Certified Sales Cloud Consultant (preferred).oSalesforce Service Cloud Consultant (preferred).oAWS Certified Cloud Practitioner or Amazon Connect experience (nice-to-have).

Soft Skills oExcellent communication and stakeholder management skills.oStrong problem-solving and analytical abilities.

For applications and inquiries, contact: hirings@openkyber.com

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