Job Description

Role Title: Salesforce Service Cloud Voice Consultant

Role 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
• Configure and customize Salesforce Sales Cloud and Service Cloud Voice features. Softphone setup, screen pops, call logging, and Omni Channel routing
• Design and implement Service Cloud Voice integration with Amazon Connect for voice capabilities.
• Develop scalable solutions aligned with Salesforce best practices.

• Business Analysis
• Gather and analyze business requirements from stakeholders.
• Translate requirements into functional specifications and technical designs.
• Recommend process improvements leveraging Salesforce capabilities.

• Integration Automation
• Implement automation using Flows and other declarative tools.
• Ensure seamless integration between Salesforce and Amazon Connect.
• Validate call routing, IVR flows, and screen pop functionality.

• Testing Deployment
• Conduct UAT and support deployment to production.
• Troubleshoot issues related to voice integration and Salesforce configuration.

• Training Support
• Provide end-user training and create documentation.
• Offer post-implementation support and resolve technical issues.

Required Skills Qualifications Technical Skills

• 3 years of experience with Salesforce Sales Cloud and Service Cloud.
• Hands-on experience with Service Cloud Voice and Amazon Connect integration.
• Strong understanding of Salesforce declarative tools and security model.
• Familiarity with CTI concepts and telephony integration.
• Certifications Salesforce Certified Sales Cloud Consultant (preferred).
• Salesforce Service Cloud Consultant (preferred).
• AWS Certified Cloud Practitioner or Amazon Connect experience (nice-to-have).

Soft Skills

• Excellent communication and stakeholder management skills.
• Strong problem-solving and analytical abilities.

Top 3 Required Skills

• Salesforce Service Cloud Voice (SCV) Configuration & Implementation (Including softphone setup, screen pops, call logging, Omni Channel routing)
• Amazon Connect Integration with Salesforce (Service Cloud Voice integration, call routing, IVR flows, CTI concepts)
• Salesforce Sales Cloud & Service Cloud Expertise (Declarative tools, security model, Flows, automation)

Top 3 Preferred Skills

• Amazon Connect Capabilities (Contact flows, IVR design, call recordings, monitoring and analytics)
• AWS Services Exposure (IAM, Lambda, Amazon Connect configuration preferred)
• Testing & Deployment Experience (UAT execution, production deployments, voice integration troubleshooting)

Education Requirements

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.

Years of Experience

3 5+ years in Salesforce Sales Cloud and Service Cloud implementations 2+ years of hands on experience with Service Cloud Voice and Amazon Connect

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

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