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The consultant will be responsible for implementing and managing Salesforce Service Cloud Voice solutions, including routing, IVR, and analytics. They will translate business needs into technical designs and provide support for deployments and CTI configurations.
Especialista Contact Center / CTI
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. Traducir necesidades de negocio a diseño técnico. Deseable haber vivido migraciones desde plataformas legacy o CCaaS distintas hacia Salesforce Voice o Amazon Connect
Salesforce Service Voice
Amazon Connect
Se valorará experiencia deseable en otras plataformas CCaaS como Talkdesk, Genesys, Odigo, Avaya, Five9 o similares.
Análisis de requerimientos de CTI y diseño técnico. Estimación esfuerzo de implementación. Desarrollos y/o configuraciones sobre el conector CTI. Pruebas, despliegues y Soporte técnico al equipo
Deseable inglés
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