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Salesforce Engineer

4 months ago

Providence, United States Saxon Global Full time

JOB DESCRIPTION

The primary application this 20 person team designs, develops, tests, and maintains are through Salesforce Service and Sales Cloud using the SAFe) methodology implementing the key service of Omni-Channel. Including, CTI integration with two telephony vendors and EIE integration with Aetna Back end systems (Enterprise Data Hub).

Currently use Cisco Telephony systems but are looking into Five9.

Your team uses Salesforce platforms for clinical staff offering customers a service at no cost and a dedicated team to help scale their health to over 200m members, and 5,000 DAU's.

- Minimum of 5 years of contact center experience with a minimum of two years in a CCaaS OR technology-related role
- Hands-on experience with Five9 CCaaS solution implementation. Experience with Cisco is preferred but not required
- Integration experience with Salesforce Service Cloud
-Proficient in call center metrics and how they drive performance
Identifies engagement-related problem areas and solves the issues in a proactive manner
-Diagnose, resolve, and follow-up on incidents, problems and alarms regarding phone system, voice network systems and call center applications
- Ability to work independently in a group environment to achieve common goals
- Strong follow-through, ownership & responsibility on tasks assigned
- Effective time management and maintains flexibility

JOB RESPONSIBILITIES

- Minimum of 5 years of contact center experience with a minimum of two years in a CCaaS OR technology-related role
- Hands-on experience with Five9 CCaaS solution implementation. Experience with Cisco is preferred but not required
- Integration experience with Salesforce Service Cloud
-Proficient in call center metrics and how they drive performance
Identifies engagement-related problem areas and solves the issues in a proactive manner
-Diagnose, resolve, and follow-up on incidents, problems and alarms regarding phone system, voice network systems and call center applications
- Ability to work independently in a group environment to achieve common goals
- Strong follow-through, ownership & responsibility on tasks assigned
- Effective time management and maintains flexibility

REQUIRED EXPERIENCE

* Must-Have 1: Minimum of 5 years of contact center experience with a minimum of two years in a CCaaS OR technology-related role
* Must-Have 2: Hands-on experience with Five9 CCaaS solution implementation. Experience with Cisco is preferred but not required
* Must-Have 3: Integration experience with Salesforce Service Cloud
* Must-Have 4: Diagnose, resolve, and follow-up on incidents, problems and alarms regarding phone system, voice network systems and call center applications
* Must-Have 5: Identifies engagement-related problem areas and solves the issues in a proactive manner

REQUIRED EDUCATION

• Bachelor's degree in Computer Science or an equivalent combination of education and experience.
• Salesforce Developer Certification Preferred
• Salesforce Admin Certification Preferred