Consultor/a Salesforce Service Cloud Voice, Mid Level – AWS

This is a fully remote position, open to applicants in Spain.

📋 Description

• Develop and execute Salesforce Service Cloud Voice (SCV) solutions utilizing AWS Amazon Connect.

• Set up AWS Contact Flows, IVR, omnichannel routing, queues, and agent configurations.

• Tailor the Service Console, focusing on Omni-Channel, Voice Call objects, and CTI integrations.

• Collaborate with the functional team to convert business needs into effective voice solutions.

• Engage in integration testing, enhance call quality, and provide N2/N3 technical support.

⛳️ Requirements

• At least 3 years of experience within the Salesforce ecosystem, ideally in Service Cloud initiatives.

• Hands-on experience with implementing Service Cloud Voice alongside AWS Amazon Connect.

• Familiarity with configuring Amazon Connect.

• Understanding of AWS Lambda functions related to CTI.

• Knowledge of IAM permissions and CloudWatch functionalities.

• Expertise in Omni-Channel, Lightning App Builder, Flow Builder, and management of the Service Console.

• Experience or familiarity with Salesforce Service Cloud Voice for Bring Your Own Telephony (BYOT) is preferred.

• Proven experience in integrating Salesforce with various CTI providers, such as Genesys Cloud, Five9, Talkdesk, Air Call, and Cisco, is advantageous.

• Salesforce certifications like Service Cloud Consultant or AWS certifications such as Cloud Practitioner / Solutions Architect are preferred.

🏝️ Benefits

• Fully remote work options.

• Flexible working hours to accommodate personal needs.

• 22 days of vacation plus 2 personal days.

• Company-sponsored training and career development programs.

• Opportunities to attend industry-related events and conferences.

• Permanent employment contract.

• A stable and supportive work environment.

• Competitive salary offerings.

• Access to company-wide group benefits.

• Flexible compensation packages and additional perks.