Cloud Contact Center Lead

3 weeks ago


Chicago, Illinois, United States Specialty Company Full time

Job Overview: As a Cloud Contact Center Lead, you will be responsible for designing and implementing advanced customer service solutions using Salesforce Service Cloud and Genesys Contact Center technologies.

Compensation: $130,000 - $190,000 per year

Main Responsibilities:

  • Design and Implement Solutions: Design and implement seamless integrations between Salesforce Service Cloud and Genesys Contact Center platforms.
  • Customization and Optimization: Customize and optimize the Salesforce Service Console for omnichannel interactions.
  • Collaboration and Training: Collaborate with cross-functional stakeholders to deliver scalable, secure, and innovative solutions that enhance customer experience and operational efficiency.

Required Skills:

  • Salesforce Expertise: Strong understanding of Salesforce platform architecture, security, and governance.
  • Genesys Contact Center Proficiency: Expertise in IVR design, call routing strategies, and omnichannel configurations.
  • Integration and Development Expertise: Familiarity with cloud platforms like AWS, Azure, or Google Cloud Platform (GCP) is a plus.


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