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Consultor Salesforce Service Cloud Voice

Grupo TECDATA Engineering

Roles & Responsibilities

  • 2 to 5 years of experience deploying or administering Salesforce Service Cloud Voice
  • Experience working with Amazon Web Services, ideally Amazon Connect as the telephony backend
  • Experience in end-to-end contact center projects including routing of interactions, IVR, queues and skills-based routing, call recording, operational supervision, and analytics/quality
  • Desirable: experience migrating from legacy platforms or CCaaS to Salesforce Voice or Amazon Connect; experience with CCaaS tools such as Talkdesk, Genesys, Odigo, Avaya, Five9 or similar

Requirements:

  • Analyze CTI requirements and perform technical solution design
  • Translate business needs into technical architecture
  • Estimate implementation effort
  • Develop and/or configure CTI connectors, and execute testing, deployments, and provide technical support to the team

Job description

Requisitos de experiencia

Experiencia de 2 a 5 años en implantación o administración de Salesforce Service Cloud Voice

Experiencia trabajando con Amazon Web Services, idealmente con Amazon Connect como backend de telefonía

Participación en proyectos de contact center end-to-end, incluyendo:

Routing y enrutamiento de interacciones

IVR

Colas y skills-based routing

Grabación de llamadas

Supervisión operativa

Analítica y calidad

Funciones principales

Análisis de requerimientos de CTI y diseño técnico de soluciones

Traducción de necesidades de negocio a arquitectura técnica

Estimación de esfuerzo de implementación

Desarrollo y/o configuración sobre conectores CTI

Ejecución de pruebas, despliegues y soporte técnico al equipo

Experiencia deseable

Migraciones desde plataformas legacy o CCaaS hacia Salesforce Voice o Amazon Connect

Experiencia en herramientas CCaaS como:

Talkdesk

Genesys

Odigo

Avaya

Five9 o similares
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