Salesforce Service Cloud Voice / CTI Technical Lead

JR Spain; Zaragoza; Híbrido; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

JR Spain is seeking a Salesforce Service Cloud Voice Technical Lead to oversee CTI integrations and enhance customer service solutions. The ideal candidate will have at least 3 years of relevant experience and over 5 years in CTI projects, as well as proficiency in English. We offer a permanent contract with a flexible schedule, remote work options, and development opportunities.

Servicios

Flexible schedule

Health insurance

Certifications and professional development opportunities

Formación

• At least 3 years in a similar role.
• Over 5 years in CTI project/maintenance.
• Experience with Salesforce Service Cloud Voice and Genesys.

Responsabilidades

• Lead CTI integrations and related software in CRM implementations.
• Support sales teams with CTI, Contact Center, Voice, and Multichannel solutions.
• Coordinate with development teams on REST, SOAP, API integrations.

Conocimientos

CTI integrations

Salesforce Service Cloud Voice

Project leadership

Proficiency in English

Descripción del empleo

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.

Main Tasks:

• Lead CTI integrations and related software in CRM implementations.
• Support sales teams with CTI, Contact Center, Voice, and Multichannel solutions.
• Collaborate with the Innovation team on CTI, Voice, and Multichannel technologies, evaluating new solutions and proofs of concept.
• Gradually take on project leadership and support roles within Salesforce environments related to Contact Center and Customer Service.
• Coordinate with development teams on REST, SOAP, API integrations.
• Participate in analysis, documentation, testing, and support activities; act as a consultant for CTI environments.
• Manage relationships with CTI vendors involved in CRM projects.
• Work with various environments (Google, AWS, Microsoft), with a focus on Salesforce applications.

Required Experience:

• At least 3 years in a similar role.
• Over 5 years in CTI project/maintenance.
• Experience with Salesforce Service Cloud Voice and Genesys.
• Proficiency in English.

What We Offer:

• Permanent contract.
• Flexible schedule and remote work options.
• Certifications and professional development opportunities.
• Health insurance.
• Support for work-life balance and societal contribution initiatives.

About Omega CRM:

Omega CRM, part of Merkle and dentsu, specializes in customer-centric solutions, technology, and data, including AI. With over 23 years of experience and a diverse team, we are a recognized leader in the Salesforce ecosystem in Spain, serving key industries with a focus on customer satisfaction and innovation.