Salesforce Implementation Expert

10 hours ago

Solapur, Maharashtra, India beBeeConsultant Full time ₹ 15,00,000 - ₹ 20,00,000

At xtag, we seek a highly skilled Salesforce Lead Consultant with expertise in Service Cloud Voice and Amazon Connect CTI Adapter implementations. This is a client-facing leadership role requiring strong technical expertise, solutioning ability, and end-to-end implementation ownership.

Key Responsibilities:
  • Lead the design & implementation of Service Cloud Voice & Amazon Connect CTI Adapter from start to finish.
  • Configure call centre features: screen pop, IVR, call routing, call recording, reporting integrations for seamless customer interactions.
  • Build & integrate AWS Lambda functions with Amazon Connect for streamlined call centre operations.
  • Extend & customise functionality using Open CTI interface for enhanced user experience.
  • Collaborate with stakeholders to capture requirements and deliver scalable solutions that meet business objectives.
  • Ensure smooth integration of voice, digital & CRM workflows for optimised agent productivity.
  • Provide best practice guidance, governance & performance optimisation to drive business success.
  • Mentor junior consultants & work cross-functionally with Salesforce & AWS teams to achieve common goals.
  • Lead at least one full lifecycle Service Cloud Voice & Amazon Connect implementation project.
Required Skills & Experience:
  • 6+ years of experience in Salesforce consulting with a focus on Service Cloud.
  • Salesforce Administrator & Service Cloud Consultant certified with hands-on experience.
  • Proven track record of successful Service Cloud Voice implementation experience.
  • 1+ full lifecycle Amazon Connect CTI Adapter implementation with measurable results.
  • Hands-on experience with AWS Lambda & Salesforce integration for efficient workflow management.
  • Strong knowledge of Open CTI customisation for tailored solutions.
  • Excellent client engagement, problem-solving & stakeholder management skills for delivering exceptional results.

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