Salesforce Service Cloud Voice / CTI Technical Lead

JR Spain; Madrid; Híbrido; EUR 45.000 - 70.000; Jornada completa

Descripción de la vacante

Una empresa líder en servicios de experiencia al cliente busca un Technical Lead para Salesforce Service Cloud Voice en Madrid. El candidato ideal tendrá al menos 3 años de experiencia en un rol similar y más de 5 años en soluciones CTI. Se ofrece contrato permanente con horarios flexibles, oportunidades de certificación y crecimiento profesional.

Servicios

Contrato permanente con horarios flexibles

Oportunidades de certificación

Soporte para trabajo desde casa

Beneficios flexibles (transporte público, vales de comida, etc.)

Seguro de salud

Oportunidades de crecimiento profesional

Formación

• Mínimo 3 años en un rol similar.
• Más de 5 años de experiencia con soluciones CTI.
• Experiencia con Salesforce Service Cloud Voice y Genesys.

Responsabilidades

• Liderar integraciones CTI y software relacionado en varias implementaciones de CRM.
• Soportar oportunidades de ventas involucrando soluciones CTI y Contact Center.
• Gestionar proyectos y servicios relacionados con el Centro de Contacto y Servicio al Cliente en el entorno de Salesforce.

Conocimientos

Integración de CTI

Salesforce Service Cloud Voice

Colaboración en equipo

Inglés avanzado

Descripción del empleo

Salesforce Service Cloud Voice / CTI Technical Lead, Madrid

Omega CRM, a Merkle & Dentsu company, is a leader in Customer Experience services with over 20 years of experience. We are seeking a Salesforce Service Cloud Voice Technical Lead to join our team in Madrid.

Responsibilities:

• Lead CTI integrations and related software in various CRM implementations.
• Support sales opportunities involving CTI, Contact Center, Voice, and Multichannel solutions.
• Collaborate with the Innovation team on CTI, Voice, and Multichannel technologies, evaluating new solutions and proof of concepts.
• Manage projects and support services related to Contact Center and Customer Service within the Salesforce environment.
• Coordinate the development team for integrations (REST, SOAP, API).
• Participate in analysis, documentation, testing, and support tasks for projects.
• Act as a consultant for CTI environments and liaise with vendors.
• Work with various technologies, focusing mainly on Salesforce applications.

Requirements:

• Minimum 3 years in a similar role.
• Over 5 years of experience with CTI solutions.
• Experience with Salesforce Service Cloud Voice and Genesys.
• High level of English proficiency.

What We Offer:

• Permanent contract with flexible scheduling.
• Certification opportunities.
• Home office support.
• Flexible benefits (public transport, meal tickets, etc.).
• Health insurance.
• Opportunities for professional growth.

About Omega CRM:

Omega CRM, part of Merkle and dentsu, is a global digital leader specializing in customer-centric solutions using AI. With over 23 years of experience, 580+ professionals, and numerous awards, we serve industries like Retail, Healthcare, Pharma, and more, delivering omnichannel customer experiences.