Salesforce Service Cloud Voice / CTI Technical Lead

dentsu; Granada; Híbrido; EUR 40.000 - 55.000; Jornada completa

Descripción de la vacante

A leading CRM company in Andalusia is seeking a Salesforce Service Cloud Voice Technical Lead to lead CTI integrations and support sales efforts with cutting-edge technology. The ideal candidate has a minimum of 3 years in a similar role and over 5 years of experience in CTI solutions. This position offers a permanent contract, flexible working hours, and various benefits including health insurance and remote work options.

Servicios

Flexible Schedule

Certifications plan

Home Office

Flexible retribution

Health insurance

Professional development

Formación

• Minimum of 3 years experience in a similar role.
• 5+ years of experience in projects/maintenance of CTI solutions.
• Experience in Salesforce Service Cloud Voice and Genesys.

Responsabilidades

• Lead CTI integrations and support sales team opportunities.
• Collaborate on CTI and Voice related innovations.
• Coordinate integrations development team and document tasks.

Conocimientos

CTI solutions

Salesforce Service Cloud Voice

English proficiency

Herramientas

Genesys

Descripción del empleo

Overview

Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with +20 years of experience in the use of Technology applied to Marketing and providing a unique Customer Relationship with mainly focus on Innovation is looking for a Salesforce Service Cloud Voice Technical Lead.

MAIN TASKS:

• Leadership of CTI integrations and associated software in the different CRM implementations.
• Supporting the sales team in opportunities requiring CTI integration, Contact Center solutions, Voice and Multichannel solutions.
• Collaborate with the Innovation area in the CTI and Voice and Multichannel expertise, evaluating alternatives, proofs of concept or new technologies related to voice in the CRM environment.
• You will be progressively entering the Salesforce environment, with the objective to lead projects and support services related to Contact Center and Customer Services.
• Coordinate and follow-up the integrations development team (REST, SOAP, API).
• Participation in analysis, documentation, tests and support tasks according to the needs of each project/client. Act as an internal and external consultant in CTI environments.
• Be the point of contact with CTI vendors that need to be incorporated into a CRM project.
• You will be able to work with different environments / technologies (such as Google, AWS or Microsoft) a high percentage of the assignments will be oriented towards Salesforce based application implementation, maintenance and development tasks.

REQUIRED EXPERIENCE

• Minimum of 3 years experience in a similar role.
• 5+ years of experience in projects/maintenance of CTI solutions.
• Experience in Salesforce Service Cloud Voice and Genesys.
• High level of English.

What do we offer

• Permanent contract.
• Flexible Schedule. We make it easy. Balance your professional and personal life.
• Certifications plan. Improve your skills and get the official certificate from our main partners.
• Home Office. You decide and we support you.
• Flexible retribution (public transport ticket, Ticket restaurant, etc.).
• Health insurance.
• OMEGA in action. Our commitment to a better society is not just an intention.
• Professional development: Evolve, grow and get where you want to go.

About us

Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data – all enhanced by AI. Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end-to-end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact. With over 23 years of experience, a team of 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain. We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non-Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics. Client satisfaction is at our core (rating: 4.9/5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia). At Omega CRM, we believe in growth through people – guided by our values: #Talent, #Flexibility, #Commitment, and #Innovation. We grow #Together.