Sr. Salesforce Consultant, Service Cloud Voice (Salesforce)

TL;DR

Senior Salesforce Consultant (AI, Service Cloud Voice): Crafting and optimizing intelligent Salesforce solutions, including Service Cloud Voice and Amazon Connect, with an accent on integrating AI technologies and revolutionizing customer workflows. Focus on facilitating business process reviews, creating technical specifications, and driving best practice contact center design for complex use cases.

Location: Remote, United States

Salary: $87,400–$266,300 USD (Annual)

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 and create visual diagrams of customer processes.
• Translate customer requirements into user stories and technical specifications.
• Configure Salesforce Service Cloud Voice and Amazon Connect solutions.
• Partner with the Artificial Intelligence team to create innovative Salesforce solutions.
• Manage aspects of projects, customer communications, and deliver end-user training.
• Acquire new technical expertise in Salesforce features and major launches.

Requirements

• 4+ years of project experience in a hands-on position.
• 4+ years of experience with Salesforce in development or configuration.
• Strong understanding of Customer Service and Contact Center Operations, 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.
• Experience with Release Management, Application Lifecycle Management, and Deployment Best Practices.
• Client-facing experience in pre-sales, project management, discovery, design, and enterprise application architecture.

Culture & Benefits

• Work remotely or from HQ in Massachusetts/regional hubs, with a focus on connection.
• Anticipated travel commitment of up to 25% for certain roles.
• Culture of trust, understanding, and flexibility, valuing good work over strict hours.
• Collaborative environment where suggestions and feedback are encouraged.
• Frequent celebrations, fostering a fun and connected team atmosphere.