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The specialist will be responsible for implementing and managing Salesforce Service Cloud Voice and Amazon Connect solutions. They will translate business needs into technical designs, handle CTI configurations, and provide ongoing technical support.
Perfiles/Especialista Contact Center / CTI en remoto
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
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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