Salesforce Service Cloud Voice & Amazon Connect Consultant

Job title: Salesforce Service Cloud Voice & Amazon Connect Consultant No. of Positions: Multiple
Work Locations: USA Years of experience: 2-15 yrs.
Term of Employment:   Full-time

Role & Responsibilities: We are looking for someone who has a proven track record of implementing Service Cloud Voice and Amazon Connect on a large scale. Someone who has experience architecting Salesforce Service Cloud call center configurations and a complete understanding of its capabilities. Demonstrate the ability to create analytics related to Service Cloud Voice and Amazon Connect. Someone who can design and has implemented call flows, lambda functions, call transcripts, voice recording, and voicemail.

Role & Responsibilities:

What will you do?

• Review current Service Cloud Voice and Amazon Connect implementation.
• Architect a solution to expand existing Service Cloud Voice and Amazon Connect implementation to accommodate additional scale.
• May possibly service as team leader of project consultants.
• Possesses the ability to assess risks in process, people, or technology and adjusts project plans to address accordingly.
• Assists consultant team members in the delivery of client presentations during requirements, design, pilot and user acceptance testing sessions. Reviews deliverables prepared by the team before sharing with the client.
• Provides mentoring, guidance and general care and feeding to project team members, including offshore team members.

Desired Skills and Experience:

Education and Required Experience (Requirements)

• Certified Admin or Developer with either Sales Cloud or Service Cloud Consultant certifications
• B.S. degree in Computer Science, Software Engineering, MIS or equivalent, or equivalent years of professional experience in a relevant field
• Brings 5+ years project management experience with packaged software or custom development implementations
• Experience in professional services/consulting organization
• Experience in Agile approaches to project management
• Strong presentation and communication skills
• Located and able to work in the U.S. from a home office and able to travel up to 20%
• Experience with serving as project manager or scrum leader

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