Cloud Voice Consultant Role We are seeking an experienced Cloud Voice consultant to join our team. As a Cloud Voice consultant, you will work closely with our clients to implement and configure cloud-based voice solutions. Key Responsibilities: - 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 Required Skills and Qualifications: - 1+ years project experience in a hands-on position - 1+ 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 Preferred Skills: - Any Salesforce Certifications are a plus, preferably Salesforce Service Cloud, Experience Cloud, or Sales Cloud - Detail-oriented and a strong team player with great communication skills - Keep an open mind and must be flexible to change Nice to Have: - Contact Center architecture knowledge - Working knowledge of VoIP communication protocols like SIP, WebRTC - Experience building contact centers based on Amazon Connect Contact Center solution - Experience with Workforce Management solutions - Experience working with outbound dialers, campaign management What We Offer: - Remote and In-Person Work Environment - Flexible Working Hours - Ongoing Professional Development Opportunities - A Collaborative and Dynamic Work Culture