Telephony CRM Project Lead - CTI & Salesforce Expert

Richemont Iberia SL; Moscavide; Presencial; EUR 50 000 - 75 000; Tempo integral

Resumo da oferta

Richemont Iberia SL is seeking a Product Specialist – CRC Telephony to act as the SPOC for our worldwide telephony infrastructure used by CRCs, leveraging Salesforce Service Cloud and Vonage CTI.

You will coordinate internal and external teams, validate solutions, and ensure timely, high-quality delivery across call-center initiatives while maintaining a customer-focused mindset and promoting service improvement.

Qualificações

• Bachelor’s or Master’s degree in Information Technology or Computer Science or equivalent experience.
• Minimum 5 years of experience in telephony projects in the scope of CRM call centers.
• Experience with a CTI solution.
• Strong knowledge of Salesforce Service Cloud, ideally administrator, platform builder and Service Cloud consultant certifications.
• Ability to present ideas in context for tech, business and non-IT personnel.
• Knowledge of components affecting CTI call quality (network, VPN, equipment, etc.).
• Fluency in English; additional languages welcome.
• Experience with Jira and Confluence.

Responsabilidades

• Monitor and report progress of initiatives for call-centers.
• Validate and challenge solutions from telephony providers and internal teams.
• Represent the CRC in transversal programs and assess impact of changes.
• Document business requirements and estimate costs and resources for deploying solutions.
• Coordinate collaboration with CTI provider and internal teams to address topics timely and with quality.
• Participate in UAT/SIT test phases for new functionalities.
• Collaborate with support to ensure production stability and business continuity.
• Coordinate efforts across L2/L3 support, Salesforce products and stakeholders.

Conhecimentos

Telephony projects

CTI

Salesforce Service Cloud

Jira

Confluence

English proficiency

Agile

Formação académica

Bachelor's or Master's in IT/CS

Ferramentas

CTI solution

Descrição da oferta de emprego

Richemont Iberia SL is seeking a Product Specialist – CRC Telephony to act as the SPOC for our worldwide telephony infrastructure used by CRCs, leveraging Salesforce Service Cloud and Vonage CTI.

You will coordinate internal and external teams, validate solutions, and ensure timely, high-quality delivery across call-center initiatives while maintaining a customer-focused mindset and promoting service improvement.