Salesforce Developer

NA1; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

NA1 is seeking a Salesforce/CTI integration consultant to design, configure, and support the integration of Amazon Connect CTI with Salesforce Service Cloud. The role collaborates with business, service, and technical teams to deliver telephony integration and end-to-end testing support.

The consultant will enable Service Console integration, screen pop, automatic call logging, and knowledge management features.

Responsibilities

• Design, configure, and support the integration of Amazon Connect CTI with Salesforce Service Cloud.
• Set up embedded softphone functionality and Service Console integration.
• Configure screen pop for customer identity via Client object.

Job description

This role is responsible for designing, configuring, and supporting the integration of Amazon Connect CTI with Salesforce Service Cloud to enhance customer service operations. The consultant will work closely with business stakeholders, service teams, and technical teams to deliver telephony integration, knowledge management, Einstein capabilities, operational reporting, and end-to-end testing support.

Configure and implement Amazon Connect CTI within Salesforce Service Cloud.

Set up embedded softphone functionality and Service Console integration.

Configure screen pop capabilities for customer identification using the Client custom object.

Enable automatic call logging and call activity tracking.

Configure Service Console layouts, case management processes, queues, and user permissions.

Implement Salesforce Knowledge, including article visibility, search, page layouts, and recommendations.

Configure Einstein for Service to provide knowledge article recommendations and Next Best Actions.

Develop and support integrations between Salesforce and AWS services for operational email metrics.

Create Lightning Components, reports, and dashboards for service performance monitoring.

Perform Salesforce configuration, customization, and development activities.

Conduct Unit Testing and support SIT and UAT defect resolution.

Provide deployment and go-live support, hypercare assistance, and knowledge transfer activities.

Deliver train-the-trainer sessions and user enablement workshops.