| Salesforce consultant || Remote at Remote, Remote, USA |
| Email: [email protected] |
| Salesforce consultant 12 Months Contract Remote role Must Have: Salesforce consultant who has experience with Salesforce Service Cloud Voice and/or Salesforce Contact Center. Ideally, they would also have experience with Amazon Connect Salesforce Service Cloud Voice consultant with experience in Amazon Connect. This consultant would be an expert in Salesforce Service Cloud Voice with Amazon Connect and should possess a deep understanding of both platforms, as well as strong technical and communication skills. Here are some key areas of expertise: Technical Skills Salesforce Platform: In-depth knowledge of Salesforce Service Cloud, including case management, routing rules, and reporting. Experience with Salesforce Lightning, Apex, Visualforce, and SOQL. Understanding of Salesforce integration frameworks (e.g., APIs, webhooks). Amazon Connect: Proficiency in configuring contact flows, routing rules, and IVR menus. Knowledge of Amazon Connect's telephony features (e.g., call recording, call queues). Experience with Amazon Connect integrations (e.g., with other AWS services, third-party systems). Integration: Strong ability to integrate Salesforce Service Cloud and Amazon Connect seamlessly. Understanding of data synchronization, real-time interactions, and API-driven integration. Cloud Technologies: Familiarity with cloud computing concepts and best practices (e.g., scalability, security, reliability). Experience with AWS or other cloud platforms. Functional Skills Contact Center Operations: Knowledge of contact center workflows, metrics, and KPIs. Understanding of call routing, agent scheduling, and quality assurance. Customer Service: Experience in delivering exceptional customer service. Ability to empathize with customers and resolve issues effectively. Problem-Solving: Strong problem-solving and analytical skills. Ability to troubleshoot technical issues and find creative solutions. Communication: Excellent verbal and written communication skills. Ability to explain complex technical concepts to non-technical audiences. Experience Call Center Operations: Experience working with large to medium call centers Strategic understanding of frameworks and best practices Business Process Understanding Contact Center Experience: Direct experience working in contact center environments, understanding the challenges, best practices, and metrics used in the industry. Customer Relationship Management (CRM): Familiarity with CRM systems and how they are used to manage customer interactions and data. Industry Knowledge: Understanding of specific industries or verticals that utilize contact centers can help tailor solutions and address unique requirements. Project Management Skills Implementation Experience: Experience leading or participating in Salesforce or Amazon Connect implementations, including project planning, resource management, and change management. Agile Methodologies: Familiarity with Agile project management frameworks (e.g., Scrum, Kanban) can facilitate iterative development and adaptability. Consulting and Advisory Skills Business Analysis: Ability to analyze business requirements, identify opportunities for improvement, and recommend solutions. Strategic Thinking: Capacity to think strategically and align technology solutions with business objectives. Client Relationship Management: Strong interpersonal skills to build and maintain relationships with clients and stakeholders. Technical Architecture and Design Systems Integration: Experience integrating various systems (e.g., CRM, ERP, telephony) to create cohesive solutions. Data Architecture: Understanding of data modeling, data quality, and data governance principles. Security and Compliance: Knowledge of security best practices and compliance requirements (e.g., GDPR, HIPAA). Continuous Learning and Adaptability Staying Updated: Ability to keep up with the latest trends and innovations in contact center technology and cloud computing. Learning New Technologies: Willingness to learn and adapt to new technologies and platforms as needed. AI/Natural Language Processing (NLP) Chatbots and Virtual Assistants: Understanding of how to develop and integrate chatbots and virtual assistants into the contact center to handle routine inquiries and provide self-service options. Sentiment Analysis: Ability to analyze customer sentiment from text-based interactions (e.g., emails, chat transcripts) to identify trends, improve customer satisfaction, and proactively address issues. Automatic Speech Recognition (ASR): Knowledge of ASR technologies and how they can be used to transcribe voice interactions, enabling data analysis and automation opportunities. Certifications While not strictly required, the following certifications can demonstrate expertise in the field: Salesforce Certified Service Cloud Consultant AWS Certified Solutions Architect Amazon Connect Specialty Certification Best Regards, Shikha Singh Technical Recruiter 1Point System LLC [email protected] | www.1pointsys.com Number 704-817-0556 115 Stone Village Drive Suite C Fort Mill, SC 29708 An E-Verified company | An Equal Opportunity Employer -- Keywords: artificial intelligence information technology South Carolina Salesforce consultant || Remote [email protected] |
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| Mon Oct 28 19:15:00 UTC 2024 |