Sr. Salesforce Consultant (Service Cloud Voice)

TL;DR

Sr. Salesforce Consultant (Salesforce): Configuring and implementing Salesforce Service Cloud Voice and Amazon Connect solutions with an accent on identifying customer requirements, designing best practice contact center solutions, and creating user stories. Focus on driving innovation with AI integration and optimizing contact center routing strategies for complex use cases.

Location: Remote - Canada (Alberta, British Columbia, Ontario Only). Travel up to 25% for certain roles.

Company

hirify.global, Part of Accenture, is a leader in AI, Amazon, and Salesforce innovation, crafting intelligent solutions to revolutionize workflows and elevate customer experiences.

What you will do

• Facilitate business process reviews to identify customer requirements and processes.
• Create visual diagrams and 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.
• Drive best practice contact center design into all aspects of solution delivery.
• Effectively manage aspects of projects and customer communications.

Requirements

• 4+ years project experience in a hands-on position.
• 4+ years of experience with Salesforce in a development or configuration capacity.
• Strong 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.
• Client facing experience in pre-sales, project management, discovery, design, and enterprise application architecture.

Culture & Benefits

• Remote and in-person work options focused on keeping everyone connected and unified.
• Flexible work schedule to accommodate personal commitments.
• Culture of trust and understanding, valuing good work over hours.
• Collaborative environment with executive team engagement and feedback mechanisms.
• Regular celebrations and team activities.