BT Developer

1 month ago

Bengaluru, Karnataka, India Diligent Full time

About Diligent

We are a global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit, and ESG. Our technology empowers over 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices, enabling them to make better decisions, faster.

At Diligent, you will be part of a team of passionate, smart, and creative people who want to build the software company of the future and make the world a more sustainable, equitable, and better place.

We are looking for a skilled Developer to join our Business Technology (BT) group. The BT group is responsible for enterprise systems and technology across the organization. Key responsibilities include administration, optimization, and automation of our cloud contact center and cloud softphones, as well as development of key integrations with Salesforce Service Cloud.

Key Responsibilities:

  • Proven experience as a Salesforce Developer with a focus on Service Cloud customization and development.
  • Strong understanding of customer service processes and best practices.
  • Resolve support requests in areas such as user management and security, data management, incidents/bugs, email-to-case, workflow/approval flow updates, reports/dashboards.
  • Create Salesforce Custom objects, relationships/junction objects, fields, objects, tabs, page layouts, lightning record pages, record types, validation rules, relationships, email templates, sharing settings, sharing rules, users, profiles, permission sets, list views, public groups, queues.
  • Collaborate with cross-functional teams and business stakeholders to understand objectives and provide support in developing technical solutions.
  • Manage integrations between Salesforce and other applications.
  • Set up and administer contact center features, such as omnichannel routing, workforce optimization, quality management (QM), reporting and analytics, skilling, call queues, use creation, etc.
  • Monitor and troubleshoot call quality and agent issues and escalate to RingCentral support when needed.
  • Work directly with Diligent Sales + Support managers and supervisors to ensure the CXOne contact center + softphones are optimally configured to provide the highest level of customer service and limit disruptions for our global teams.
  • Create and maintain detailed business documentation, use cases, and data flows.
  • Enhance and administer the Salesforce RingCentral integration and assist with help tickets.
  • Collaborate with internal and external stakeholders to understand their requirements and provide CXone solutions that meet or exceed their expectations.
  • Stay updated on CXone product updates, best practices, and industry trends.
  • Ability to reason and think logically.
  • Strong attention to detail in regard to project planning and documentation.
  • Excellent organizational skills.
  • Task-oriented individual, capable of taking ownership of projects and bringing them to completion.

Preferred Qualifications:

  • Bachelor's degree in engineering, CS, or IT-related field preferred.
  • 5+ years of experience in contact center administration and Salesforce administration and development.
  • NICE/RingCentral CXOne cloud contact center and RingCentral MVP softphone administration experience.
  • Experience administering/integrating Salesforce and other applications in the ecosystem.
  • Certifications Preferred: Salesforce Admin.

What Diligent Offers You

  • Creativity is ingrained in our culture. We are innovative collaborators by nature.
  • We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting-free days, generous time off policy, and wellness programs.
  • We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
  • Diversity is important to us. Growing, maintaining, and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights, and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future but who want to make the world a more sustainable, equitable, and better place.

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.

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