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

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

Senior Salesforce Consultant, Service Cloud Voice

Key skills