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Salesforce Consultant, Service Cloud Voice

hace 4 meses

Bogotá, Bogotá D.E., Colombia NeuraFlash A tiempo completo

About NeuraFlash:


We are a leading AI and Consulting Partner of Amazon & Salesforce obsessed with helping our customers transform their contact centers with AI Powered Experiences.

Our expertise spans across the Amazon ecosystem with Amazon Connect, Lex & Contact Lens and Salesforce ecosystem with Service Cloud Voice, Einstein Bots and Digital Channels, Service Cloud, Field Service, CPQ, MuleSoft, and Einstein Analytics.

We are experts in building experiences grounded in data that transform and optimize the employee and customer journey.

What sets NeuraFlash apart?:

At NeuraFlash, our people form the core of our business and the soul of our brand. We hire individuals who inspire us and look at challenges as opportunities to create innovative solutions.

You'll be provided with ongoing education and development opportunities via our Salesforce Partnership Program and mentorship programs created for our aspiring leaders.

NeuraFlash is on the forefront of cutting-edge technologies and we understand by investing in you, we're investing in ourselves

YOU'LL HAVE THE OPPORTUNITY TO:

  • Facilitate business process reviews to identify customer requirements and processes
  • Create visual diagrams illustrating customer business processes
  • Create user stories based on customer requirements
  • Configure Salesforce Service Cloud Voice and Amazon Connect solutions
  • Develop technical requirements and specifications for customers and the technical delivery team
  • Learn and drive best practice contact center design into each and every aspect of solution delivery
  • Effectively manage aspects of projects and customer communications
  • Deliver customer end user training and documentation
  • Configure Salesforce Solutions using pointandclick tools available on the platform (e.g., Process Builder and Visual Flows)
  • Partner with our Artificial Intelligence team to create innovative Salesforce solutions for our customers
  • Acquire new technical expertise and understanding of latest Salesforce features and major launches
  • Understanding of Contact Center routing strategies in Salesforce and Amazon Connect

REQUIRED QUALIFICATIONS:

  • 1+ years project experience in a handson position
  • 1+ years of experience with Salesforce in a development or configuration capacity
  • Understanding of Customer Service and Contact Center Operations with experience solving Complex Use Cases
  • Solid Understanding of Salesforce Platform and its architecture
  • Experience building Custom Applications, Lightning Experience, Visual Flows, and Process Builders within Salesforce
  • Understanding of Release Management, Application Lifecycle Management, Development Lifecycle, and Deployment Best Practices and Governance
  • Client facing experience in the following areas: Pre-Sales Activities, Project Management/Ownership, Discovery and Design, Delivering Solution Options to Customers, and Enterprise Application Architecture

PREFERRED SKILLS:

  • Any Salesforce Certifications are a plus, preferably Salesforce Service Cloud, Experience Cloud, or Sales Cloud
  • Detailoriented and a strong team player with great communication skills
  • Keep an open mind and must be flexible to change

Nice to haves:

  • Contact Center architecture knowledge
  • Working knowledge of voip communication protocols like SIP, WebRTC
  • Experience building contact centers based on Amazon Connect Contact Center solution
  • Experience with Workforce Management solutions
  • Experience working with outbound dialers, campaign management

What's it like to be a part of NeuraFlash?:

  • Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, our India office, or you're one of over half of our NeuraFlash Family who work remotely, we're focused on keeping everyone connected and unified as one team.
  • Travel: Get ready to pack your bags and hit the road For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jetsetting, this opportunity could be your ticket to exploring new places while making a positive impact on clients.
  • Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the inlaws from the airport? We know that a perfect 95 isn't possible. So you have to jump out to do any of those, no problem We build a culture of trust and understanding. We value good work not the hours in which you get it done
  • Collaboration: You have a voice here If you work with a team of smart people like we do, it's a nobrainer to take suggestions and feedback on how to keep NeuraFlash thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small.
  • Celebrate Often: We take our work seriously, but we don't take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our t