Key skills
CloudGoSalesforceCRMAgileCommunicationPresentation Skills
About this role
Role Overview
- Drive the success of complex Salesforce and Vonage Contact Center implementations.
- Act as the key liaison between business stakeholders, Salesforce/Vonage solution teams, and delivery partners.
- Own engagement success for Vonage SCV and Salesforce Intelligent Workspace projects.
- Serve as the primary client contact for contact center transformation initiatives.
- Build trusted relationships with stakeholders across operations, IT, and executive teams.
- Facilitate roadmap, MVP, and release planning focused on customer experience improvement.
- Anticipate and manage project risks, scope changes, and dependencies across integrations.
- Partner with Salesforce and Vonage Solution Architects to design scalable contact center architectures.
- Oversee implementation of Vonage Contact Center, Service Cloud Voice, Omni-Channel, and Digital Engagement features.
- Guide decision-making on integration with Intelligent Workspace.
- Ensure technical documentation, testing, and training are delivered to high standards.
- Drive solution adoption and measurable performance outcomes post go-live.
- Collaborate with Product Owners, Business Analysts, Architects, and Developers across multiple agile teams.
- Mentor delivery team members in SCV and Intelligent Workspace best practices.
- Promote internal knowledge sharing and standardization across contact center engagements.
Requirements
- 10+ Years
- Graduate
- B.Tech/B.E.
- Computers, Electronics/Telecommunication; PG
- M.Sc. – Computers, M.Tech
- Any Specialization, MCA
- Computers
- 5+ years of experience leading Salesforce contact center or CRM transformation engagements.
- Proven success managing delivery of Vonage Contact Center, Service Cloud Voice, or Intelligent Workspace solutions.
- Strong understanding of Salesforce data model, CTI integrations, and voice channel configuration.
- Experience collaborating with cross-functional technical and business stakeholders.
- Familiarity with agile methodologies and iterative delivery.
- Salesforce Administrator and Service Cloud Consultant certifications required.
- Excellent communication, facilitation, and presentation skills.
- Strong analytical and problem-solving capabilities.
- Ability to manage concurrent workstreams in a fast-paced consulting environment.
Tech Stack
- Cloud
Benefits
- Compensation (match or exceed industry benchmarks) is driven by merit and performance; there is no limit to professional growth.