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Implement and administer Salesforce Service Cloud Voice solutions while managing end-to-end contact center operations. Translate complex business requirements into robust technical designs for routing, IVR, and analytics.
Experiencia entre 2-5 años implantando o administrando Service Cloud Voice en Salesforce, idealmente con Amazon Connect como backend de telefonía.
Haber participado en proyectos de contact center end-to-end, no solo en la capa CRM: routing, IVR, grabación, colas, skills, enrutamiento, supervisión, analítica y calidad.
Capacidad para traducir necesidades de negocio a diseño técnico.
Deseable experiencia en migraciones desde plataformas legacy o CCaaS hacia Salesforce Voice o Amazon Connect.
Tecnologías requeridas:
Salesforce Service Cloud Voice
Amazon Connect
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