Salesforce Tech Manager – Contact Center Solutions Lead

Empower AI Inc.; United States; Remote; USD 106.000 - 164.000; Vollzeit

Zusammenfassung

Empower AI seeks a Technology Manager to lead Salesforce implementations in a government-focused contact center environment. You will guide IT projects, design scalable CRM solutions, and drive modern contact center tools to improve efficiency and customer experience.

The role requires deep Salesforce expertise, CRM design experience, and a passion for delivering customer-centric technology in a high-stakes setting.

Qualifikationen

• Bachelor's degree in IT or related field.
• 6+ years experience managing IT projects and implementing Salesforce in a 100-seat contact center.
• Salesforce certifications listed above.
• Certified CRM consultant with multiple CRM contact center implementations.
• Experience in contact center solution design, architecture and implementation.
• Expertise implementing and managing IVR, Chatbot, live Chat, VOIP, ACD/CTI, CRM, KM and related tools.
• Experience using user-centered design methodologies to align tech with business objectives.
• Ability to evaluate technical ops and customer experience and present improvements.

Aufgaben

• Manage IT projects within contact center environment
• Implement Salesforce technical solutions
• Implement and manage intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD/CTI, CRM, KM, and related tools
• Evaluate emerging contact center technologies and present findings to stakeholders
• Facilitate work sessions with business users to understand processes and requirements

Ausbildung

Bachelor's degree in information technology, computer science, MIS, management or a related area

Tools

Salesforce Certified Administrator

Salesforce Certified Technical Architect

Jobbeschreibung

Empower AI seeks a Technology Manager to lead Salesforce implementations in a government-focused contact center environment. You will guide IT projects, design scalable CRM solutions, and drive modern contact center tools to improve efficiency and customer experience.

The role requires deep Salesforce expertise, CRM design experience, and a passion for delivering customer-centric technology in a high-stakes setting.