CTI Administrator (mfx)

Enpal B.V.; Berlin; Hybrid; EUR 45.000 - 65.000; Vollzeit

Zusammenfassung

A fast-growing solar business in Berlin is seeking a CTI Admin to oversee Contact Center operations and Salesforce integration. The ideal candidate will have experience in contact center environments, excellent communication skills, and a strong problem-solving ability. You'll manage performance metrics and facilitate process improvements while working with diverse teams. This position includes a hybrid work model and opportunities to make impactful contributions in a green energy company, supportive of diversity and inclusivity.

Leistungen

Opportunity to work with leading industry professionals

Hybrid work model

Contribution to green energy initiatives

Qualifikationen

• At least 1 year of previous experience as a CTI Administrator, ideally in Salesforce.
• Experience in telephony or unified communications is a plus.
• Excellent communication and organizational skills.

Aufgaben

• Manage Contact Center and CTI related topics.
• Support call flow monitoring and optimize contact center performance.
• Streamline Customer Service support processes.

Kenntnisse

Experience in a contact center environment

Knowledge of integrating Contact Center platforms

Excellent analytical and communication skills

Problem-solving skills

Experience with Salesforce

Strong analytical skills

Tools

Salesforce

Microsoft Teams

Talkdesk

Jobbeschreibung

As a CTI Admin working within the Salesforce Team you will be responsible for helping design test document and implement approved changes and enhancement requests.

You will be exposed to all levels of CTI work in a developing and highly functional team (Administrators Product Managers Developers QA DevOps) with lots of opportunities to share and gain knowledge.

We are currently moving our Contact Center support and development into the Salesforce Team - so there is also some groundwork to be done with exposure to all central departments. Besides the Contact Center related tasks you will help optimise customer service processes customer experience research new technologies and ensure delivery required to achieve business success. This position will serve as liaison with the IT department as needed.

Contact Center administration / CTI related tasks include:

• Ownership of Contact Center and CTI related topics
• Be a key partner for organisational change and development processes
• Create maintain and manage ring groups outbound Ids lists and campaigns
• Support call flow monitoring and maximise the contact center agent assignment
• Manage performance including monitoring of dropped calls abandoned rates and other metrics needed to optimise call handling processes
• Functionally manage integration between Contact Center and Salesforce
• Overall documentation related to CTI setup and onboarding
• Automate onboardings and assignments
• Whatsapp Business setup for global expansion

Salesforce administration (Customer Service) and platform tasks include:

• Help streamline the Customer Service support processes and integration with other systems
• Manage operational requests and troubleshoot issues working with diverse user groups
• Further development of Omni-Channel Chatbot integration Surveys

Qualifications:

• Experience in a contact center environment telephony or unified communications related work experience (talkdesk is a plus)
• Knowledge of integrating Contact Center platforms with CRM solutions such as Salesforce Microsoft Teams and other enterprise technologies is a plus
• At least 1 year of previous experience as a CTI Administrator - ideally in Salesforce in both Sales and Service Cloud (experienced with Salesforce Flows is a plus)
• Excellent analytical communication organisational and problem-solving skills coupled with a good work ethic
• An effective communicator that works well in a collaborative team setting
• Strong analytical skills and the ability to troubleshoot and solve technical problems
• Passionate about helping others convert problems into solutions

Additional Information:

• The chance to be part of a fast-growing and future-oriented startup : we are one of the biggest players in the solar business.
• Help to make the world a bit better : we are all about green energy.
• Work with the best in the industry and grow with us : theres plenty of room for your ideas.
• A hybrid work model the ability to come to our Berlin office every now and then for in person discussions and events or to be there all the time - you decide.

At Enpal we are proud of the diversity of our team. No decisions are made based on skin color religion or religious belief ethnic or national origin nationality gender identity sexual orientation disability or age either during recruitment or employment. We strongly encourage women neurodivergent people people of color and LGBTQ people to apply. Enpal stands for a safe workplace and takes action against discrimination and harassment of any kind

Remote Work: Yes

Employment Type: Full-time

Key Skills: Engineering Support, MAC, Hydraulic, General Services, ADO, Health Education

Experience: years

Vacancy: 1