Salesforce Cloud Voice

2 weeks ago

Lexington, Kentucky, United States Xometry Full time
Job Description

Xometry, a leading digital marketplace for manufacturing, is seeking a highly skilled Salesforce Cloud Voice & IVR Administrator to join our team. As a key member of our organization, you will be responsible for designing, implementing, and maintaining our Salesforce Service Cloud Voice and IVR solutions.

Key Responsibilities

  • Design and implement Salesforce Service Cloud Voice and IVR solutions to improve customer experience and increase efficiency.
  • Administer and manage Amazon Connect, ensuring seamless integration with Salesforce Service Cloud.
  • Develop and maintain IVR solutions, including managing roles, users, and workflows.
  • Provide training and support to Customer Success teams on Salesforce Service Cloud Voice and IVR.
  • Implement new functionality, including automations, assignment & validation rules, dashboards & reports, and custom development work.
  • Manage Service Cloud Voice configurations, Einstein Analytics, and Insights, Knowledge Base.

Requirements

  • Minimum of 5 years of combined experience in Salesforce Omnichannel, with experience administering IVR's, Amazon Connect Administration, and/or Salesforce Service Cloud Voice.
  • Deep knowledge of Amazon Connect/Salesforce Service Cloud Voice and Contact Center IVRs.
  • A minimum of 3 years' experience in project management or professional services where you translated business requirements into technical requirements.
  • Strong understanding of Salesforce architecture, including custom objects, assignment & validation rules, flow builder, roles, profiles, permission sets, and security settings.

Nice to Have

  • Amazon Connect (ACAC) Certification, AWS Cloud Practitioner, or equivalent experience.
  • Salesforce Advanced Administrator Certification.
  • Experience with Salesforce knowledge and next best actions.
  • Experience with Lightning Web Components, Integration API, Heroku.

Xometry is an equal opportunity employer and welcomes applicants from diverse backgrounds. We are committed to creating a positive and inclusive work environment.

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