Role overview

Qualifications

Experience working with Salesforce Service Cloud and Amazon Connect
Experience working with healthcare providers or payers
Experience working hands on with Amazon Connect and Salesforce Service Cloud
Experience working with global teams

Responsibilities

Voice call routing
Setup Call Transcription and other Amazon features
Enable Voice Mail Recording and Call Recording
Standard Call reporting with dashboards

Key facts

Remote from: Anywhere
Full time
Infrastructure Architect
English

Hard skills

IP Routing Audio Transcription Call Recording Task Management Personal Security Hospital Experience Global Management

Other skills

Incident Reporting
Problem Solving
Entrepreneurship

About the company

PlanIT Group, LLC

PlanIT Group is an IT and engineering professional services company which provides top-tier talent to various commercial and government customers. We also provide systems and IT infrastructure integration which allows us to bring the talent and manage the implementation. At PlanIT Group, we pride ourselves on being extremely agile, innovative, and forward thinking. At PlanIT Group, we specialize in sourcing and matching skilled professionals to meet the dynamic demands of the digital landscape. With a focus on precision and expertise, we connect companies with the right individuals, driving innovation, and success in the ever-evolving world of technology. Our customers engage us to create solutions to complex mission challenges, and PlanIT delivers. Innovation. Integration. Integrity.

Company details

Company size51 - 200

Links

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Job description

Technical Architect – with Amazon Connect and Salesforce Service Cloud Experience

What we are looking for:
PlanIT seeks a highly ambitious and highly entrepreneurial self starter to support one of our key healthcare customers. The ideal candidate will be a self starter, highly entrepreneurial, driven and a creative problem solver.

Job Description:
The Technical Architect with Amazon Connect and Salesforce Service cloud experience will have relevant experience with Salesforce Service Cloud voice set up and Amazon Connect. This professional will be a hands on technical leader with the relevant technical skills and background to drive IT driven business outcomes. Prior experience working with healthcare providers and payers is also required.

Required Skills and Experience:

Experience working with Salesforce Service Cloud and Amazon Connect is REQUIRED Voice call routing 24/7 presence statuses with alerts and queue configuration Routing configuration Data Model updates & Page layouts
Add Callers and Transfer Calls
Setup Call Transcription - more Amazon work if needed
Click to Dial
Screen pops w/notifications i.e. protocol for a specific building; open cases for a specific building (omni channel xfer flow)
Mobile access (Voice is not supported on Salesforce Mobile or iPad but user phone can be their mobile)
Omni Supervisor Call Monitoring
Add link to Amazon Real time Call Metrics
Link Case to Voice Record Working with Case and Task Management
Enable Voice Mail Recording
Enable Call Recording
Security including Single Sign on
Standard Call reporting with dashboards including time answered, hold, AHT, transfers, etc.

Nice to haves and desirable skillsets

Experience working with healthcare providers or payers is REQUIRED
Experience working hands on with Amazon Connect and Salesforce Service Cloud is REQUIRED
Experience working with global teams is highly desired