LB-85 | Salesforce Service Cloud Voice / Cti Technical Lead

Omega CRM, A Merkle; Sevilla; Híbrido; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

A leading digital customer experience firm in Spain is seeking a Salesforce Service Cloud Voice Technical Lead. You will lead CTI integrations, support sales opportunities, and collaborate on technology advancements. The ideal candidate has 3+ years in a similar role and extensive experience with CTI solutions and Salesforce. This position offers a permanent contract, flexible hours, and development opportunities.

Servicios

Permanent contract

Flexible schedule

Certifications and development opportunities

Home office support

Health insurance

Formación

• At least 3 years in a similar role.
• Over 5 years of experience with CTI solutions.
• Experience with Salesforce Service Cloud Voice and Genesys.

Responsabilidades

• Lead CTI integrations and related software in various CRM implementations.
• Support sales team opportunities involving CTI integration and Contact Center solutions.
• Collaborate to evaluate and prototype new voice and multichannel technologies.

Conocimientos

CTI integration

Salesforce Service Cloud Voice

Analytical skills

Communication

Proficiency in English

Herramientas

Salesforce

Genesys

Google Cloud

AWS

Microsoft

Descripción del empleo

Omega CRM, a Merkle & Dentsu company with over 20 years of experience in Customer Experience services, is seeking a Salesforce Service Cloud Voice Technical Lead.

Main Tasks:

1. Lead CTI integrations and related software in various CRM implementations.
2. Support the sales team with opportunities involving CTI integration, Contact Center solutions, Voice, and Multichannel solutions.
3. Collaborate with the Innovation team to evaluate and prototype new voice and multichannel technologies in the CRM environment.
4. Gradually become proficient in Salesforce to lead projects and support services related to Contact Center and Customer Services.
5. Coordinate with the development team on integrations (REST, SOAP, API).
6. Participate in analysis, documentation, testing, and support tasks tailored to each project/client.
7. Act as an internal and external consultant in CTI environments.
8. Manage relationships with CTI vendors involved in CRM projects.
9. Work with diverse technologies (Google, AWS, Microsoft), with a focus on Salesforce application implementation, maintenance, and development.

Required Experience:

• At least 3 years in a similar role.
• Over 5 years of experience with CTI solutions.
• Experience with Salesforce Service Cloud Voice and Genesys.
• Proficiency in English.

What We Offer:

• Permanent contract and flexible schedule.
• Certifications and professional development opportunities.
• Home office support.
• Flexible benefits (public transport, meal tickets, etc.).
• Health insurance.

About Omega CRM:

Omega CRM, part of Merkle and Dentsu, is a global leader in digital customer experience solutions, with over 23 years of expertise and more than 580 professionals worldwide. Recognized for its innovation and excellence, Omega CRM specializes in Salesforce ecosystem solutions across various industries, delivering impactful customer service and marketing experiences. We value talent, flexibility, commitment, and innovation, fostering growth and development for our team.