Sr. Salesforce Consultant, Service Cloud Voice

4+ years project experience in a hands-on position 4+ 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 Architecture

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