Service Cloud Voice Consultant

4 weeks ago


Herndon, United States Gerent Full time

**What is the Role?**

Our goal of a Service Cloud Voice Consultant is to help our customers transform their contact centers with AI Powered Experiences. Our expertise spans across the Amazon ecosystem with Amazon Connect, Lex & Contact Lens and Salesforce ecosystem with Service Cloud Voice, Einstein Bots and Digital Channels, Service Cloud, Field Service, CPQ, MuleSoft, and Einstein Analytics. We are experts in building experiences grounded in data that transform and optimize the employee and customer journey.

Gerent pays for all the examination vouchers for any Salesforce certifications and ensures you have the time to prepare and pass the certification exams.

**Responsibilities**:
- Facilitate business process reviews to identify customer requirements and processes-
- Create visual diagrams illustrating customer business processes-
- Create user stories based on customer requirements-
- Configure Salesforce Service Cloud Voice and Amazon Connect solutions-
- Develop technical requirements and specifications for customers and the technical delivery team-
- Learn and drive best practice contact center design into each and every aspect of solution delivery-
- Effectively manage aspects of projects and customer communications-
- Deliver customer end user training and documentation-
- Configure Salesforce Solutions using point-and-click tools available on the platform (e.g., Process Builder and Visual Flows)-
- Partner with our Artificial Intelligence team to create innovative Salesforce solutions for our customers-
- Acquire new technical expertise and understanding of latest Salesforce features and major launches- Understanding of Contact Center routing strategies in Salesforce and Amazon Connect

**Qualifications**:
- 1 years project experience in a hands-on position-
- 1 years of experience with Salesforce in a development or configuration capacity-
- Understanding of Customer Service and Contact Center Operations with experience solving Complex Use Cases-
- Solid Understanding of Salesforce Platform and its architecture-
- Experience building Custom Applications, Lightning Experience, Visual Flows, and Process Builders within Salesforce-
- Understanding of Release Management, Application Lifecycle Management, Development Lifecycle, and Deployment Best Practices and Governance-
- Client facing experience in the following areas: Pre-Sales Activities, Project Management/Ownership, Discovery and Design, Delivering Solution Options to Customers, and Enterprise Application ArchitectureAny Salesforce Certifications are a plus, preferably Salesforce Service Cloud, Experience Cloud, or Sales Cloud-
- Detail-oriented and a strong team player with great communication skills-
- Keep an open mind and must be flexible to change-
- Preferred Contact Center architecture knowledge-
- Preferred Working knowledge of voip communication protocols like SIP, WebRTC-
- Preferred Experience building contact centers based on Amazon Connect Contact Center solution-
- Preferred Experience with Workforce Management solutions- Preferred Experience working with outbound dialers, campaign management
- Soft skills:_**People leadership** — Must have demonstrated leadership skills in developing and growing long term, high value client relationships-
**Teamwork **— Ability to effectively team with peers in a large, matrixed organizations, including significant experience with off-shore teams and delivery
**Accountability — **Must be willing to take ownership of and responsibility for clients success-
**Communication and presentation skills — **Must present complex information to both technical and non-technical audiences.-
**Innovation, creativity, and problem-solving —** Should be willing to think outside the box when confronting project challenges, building out practice assets and defining methods to train delivery resources.-
**Strategy** - Must be able to lay out a strategy or roadmap for clients onboarding or amidst a digital transformation anchored in Financial Services use cases- Leadership Qualities:_- Must have a strong commitment to living in service to others-
- Be of outstanding character; a leader who influences others to become the best versions of themselves and demonstrates wisdom, integrity and resilience even in tough times-
- Be a keenly intelligent builder, dedicated doer, and empathetic leader who enjoys developing teams and creative strategies**What we can offer you**:
- Competitive salary-
- WFH-
- FTO-
- Paid major holidays-
- Healthcare, dental, vision coverage-
- 401k**Don’t wait; start growing your career with Gerent today**:
At Gerent, we recognize that our people are our strongest asset. Since our founding, we’ve sought to harness the power of people and technology to fuel meaningful, positive connections between businesses and consumers. Our thriving community of creative thinkers and makers sets us apart by continually finding new ways to turn innovative technology solutions into remarkable c



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