Salesforce Engineer - Service Cloud Voice

Mariana Tek; Newcastle upon Tyne; On-site; GBP 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Junior Salesforce Administrator, where your skills will contribute to enhancing customer service capabilities through innovative Salesforce solutions. In this dynamic role, you'll leverage your expertise in Service Cloud Voice and AWS to design and implement systems that improve customer interactions. Collaborate with a passionate team to drive continuous improvement and support various business verticals. This is an exciting opportunity to grow your career in a rapidly evolving technology landscape, making a real impact on customer success and operational efficiency.

Qualifications

• 5+ years of experience in Salesforce with a focus on Service Cloud Voice.
• Proficiency in Apex programming and Salesforce CTI integrations.
• Strong understanding of VoIP technologies and AWS services.

Responsibilities

• Design and implement Service Cloud Voice solutions to enhance customer interactions.
• Develop and maintain Salesforce CTI integrations for seamless communication.
• Document technical designs and facilitate knowledge sharing for Salesforce solutions.

Skills

Salesforce CTI

VoIP

Apex programming

AWS services

Service Cloud Voice

Salesforce Omni/Channel

Data migration

Analytical skills

Education

Salesforce certifications

Tools

Amazon Connect

Mulesoft Anypoint

Job description

• Full-time
• Division: Global Technology

Company Description

Take a seat on the Xplor rocket ship and join us as a Junior Salesforce Administrator to help people succeed across the world.

From dropping your kids off at childcare, getting something at home repaired, going to the gym or a fitness studio, to picking up your dry cleaning — our software, payments, and commerce-accelerating technologies help businesses automate operations, save time and effort, overcome obstacles, and form lasting relationships with their customers

Job Description

You’ll join the Salesforce team within the Global Technology team — the team that provides expertise and support to our various business verticals. More specifically, you will play an important role in leveraging Salesforce to enable these business verticals to support our customers and achieve business KPIs. We are seeking a proactive team player with a passion for continuously improving and enhancing our Salesforce platform and an eagerness to learn new skills and grow.

We are seeking a highly skilled Salesforce Engineer with a focus on Service Cloud Voice to join our dynamic team. The ideal candidate will have extensive experience with Salesforce CTI, VoIP, and AWS, and will be responsible for designing, developing, and implementing solutions that enhance our customer service capabilities. This role will play a critical part in supporting the delivery of cutting-edge Salesforce technology solutions for our Global Operations Transformation Programme.

Responsibilities

Design and implement Service Cloud Voice solutions with Amazon Connect to improve customer interactions.

Develop and maintain Salesforce CTI integrations to ensure seamless communication between Salesforce and telephony systems.

Configure and manage VoIP systems to support efficient and effective customer service operations.

Utilize Salesforce Omni/Channel to optimize the distribution of customer service requests.

Write and maintain Apex code to customize and extend Salesforce functionalities.

Leverage AWS services, including lambdas, to build scalable and reliable solutions aligned with business goals and technical requirements.

Configure and customize Salesforce applications to meet business needs, including developing Lightning Components, Visualforce pages, Apex classes, and triggers.

Support data migration processes during telephony platform transitions, ensuring minimal disruption and robust data handling.

Document technical designs, development plans, and system configurations.

Facilitate knowledge sharing and training for teams utilizing Salesforce solutions, with particular attention to Service Cloud Voice adoption and best practices.

Qualifications

Required qualifications:

Proven experience with Service Cloud Voice and Amazon Connect.

Extensive knowledge of Salesforce CTI and VoIP technologies.

Strong understanding of Salesforce Omni/Channel.

Proficiency in Apex programming.

Experience with AWS services, particularly lambdas.

Excellent problem-solving skills and attention to detail.

Strong communication and collaboration skills.

Minimum 5 years’ experience with a proven track record of delivering high-quality work.

Hands-on expertise in Service Cloud Voice, including setup, configuration, and integration with telephony platforms.

Proficiency in Lightning Components, Visualforce, and Salesforce declarative tools.

Strong knowledge of Salesforce data modelling, security, and integration patterns (e.g., REST/SOAP APIs, middleware).

Experience in data migration, ETL processes, and managing large datasets within Salesforce.

Familiarity with telephony system migration and integration strategies.

Excellent written and verbal communication skills, with the ability to effectively interact with both technical and non-technical stakeholders.

Salesforce certifications (e.g., Salesforce Certified Service Cloud Consultant, Salesforce Certified Platform Developer, Platform Developer I/II, Application/System Architect, Sales/Service Cloud Consultant).

Experience with other Salesforce products and services.

Familiarity with Agile development methodologies.

Familiarity with Einstein for Service solutions.

Experience with Mulesoft Anypoint platform for integrations and connecting APIs.

Skills and Knowledge:

Analytical mindset with strong problem-solving abilities.

Proactive, self-motivated, and detail-oriented.

Adaptability to work in a fast-paced, global environment.

Team player with a collaborative approach to achieving goals.

Additional Information

All your information will be kept confidential according to EEO guidelines.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [emailprotected] .

More about us

We are the first global platform combining SaaS with embedded payments and tools to help businesses grow and succeed. We offer software solutions in fast-growing “everyday life” verticals: Education, Fitness & Wellbeing, Field Services and Personal Services – and a global, cloud-based payment processing platform. With operations in North America, Australasia, Asia, Europe, and the UK, we serve over 106,000 customers that processed over $38 billion in payments across 20 markets in 2024.

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.

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