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Contact Center Salesforce AdministratorHighlight • Washington, District of Columbia, US
Contact Center Salesforce Administrator

Contact Center Salesforce Administrator

Highlight • Washington, District of Columbia, US
30+ days ago
Job type
  • Full-time
Job description


Highlight is seeking an experienced Technology Manager to provide expertise in implementing Salesforce technical solutions in a contact center environment.


Responsibilities

  • Manage IT projects within contact center environment
  • Implement Salesforce technical solutions
  • Implement and manage intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools.
  • Evaluate emerging contact center technologies and present findings to stakeholders
  • Facilitate work sessions with business users to understand business processes and requirements

Qualifications

  • Bachelors degree in information technology, computer science, management information systems (MIS), management or a related area.
  • 4-6 years experience managing IT projects and implementing Salesforce technical solutions in a contact center environment with at least 100 seats.

  • Salesforce Certified Administrator and/or Salesforce Certified Technical Architect

  • Certified CRM consultant with multiple CRM contact center implementations
  • Experience in contact center solution design, architecture, and implementation
  • Expertise and experience implementing and managing intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and associated tools
  • Experience leveraging user-centered design methodologies to manage a technology stack that supports business objectives.

  • Ability to evaluate technical operations and customer experience and identify and present recommendations for improvements.

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Contact Center Salesforce Administrator • Washington, District of Columbia, US

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