Salesforce Service Cloud Voice / CTI Technical Lead

JR Spain; Valencia; Híbrido; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

Una consultora tecnológica está buscando un Salesforce Service Cloud Voice Technical Lead. El rol incluye liderar integraciones CTI en CRM, colaborar con equipos en la implementación de nuevas tecnologías y actuar como consultor en entornos de CTI. Se ofrece un contrato permanente, horarios flexibles y opciones de trabajo remoto, además de oportunidades de crecimiento profesional y programas de certificación.

Servicios

Contrato permanente

Horario flexible

Programas de certificación

Opciones de trabajo remoto

Seguro de salud

Formación

• Más de 5 años de experiencia en soluciones CTI.
• Al menos 3 años en un rol similar.
• Inglés fluido.

Responsabilidades

• Liderar las integraciones CTI y software en implementaciones de CRM.
• Colaborar con el equipo de innovación en la evaluación de nuevas tecnologías de voz.
• Actuar como punto de contacto para los proveedores de CTI en proyectos de CRM.

Conocimientos

Integración CTI

Salesforce

Evaluación de tecnologías

Trabajo en equipo

Documentación

Herramientas

Salesforce Service Cloud Voice

Genesys

Descripción del empleo

Omega CRM, a Merkle & Dentsu company, is a leader in developing Customer Experience services with over 20 years of experience in marketing technology and customer relationship management, focusing on innovation. We are seeking a Salesforce Service Cloud Voice Technical Lead.

Main Tasks:

• Lead CTI integrations and software in various CRM implementations.
• Support sales teams with opportunities involving CTI, Contact Center solutions, Voice, and Multichannel solutions.
• Collaborate with the Innovation team to evaluate and implement new voice-related technologies within CRM environments.
• Progressively take on project leadership and support roles in Salesforce, Contact Center, and Customer Service projects.
• Coordinate with the development team on integrations (REST, SOAP, API).
• Participate in analysis, documentation, testing, and support activities; act as a consultant in CTI environments.
• Serve as the contact point for CTI vendors involved in CRM projects.
• Work with diverse environments and technologies, primarily focusing 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.
• Flexible schedule supporting work-life balance.
• Certification programs to enhance skills.
• Remote work options.
• Flexible compensation (public transport, meal vouchers, etc.).
• Health insurance.
• Our commitment to social responsibility.
• Opportunities for professional growth.

About Us:

Omega CRM, part of Merkle, is a global digital company focused on enhancing Business Experience (BX) through customer-centric solutions, technology, and data, powered by AI. We are part of the dentsu group and the largest Customer Experience Management agency in Spain, with over 23 years of experience, 580+ professionals, and numerous certifications. We serve various industries, delivering omnichannel customer service, eCommerce, marketing, and analytics solutions. Our client satisfaction rating is 4.9/5, and we have received awards including Salesforce Partner of the Year FY23.

At Omega CRM, we value growth through our people, guided by #Talent, #Flexibility, #Commitment, and #Innovation. We believe in growing together.