Remote Salesforce Administrator, OmniChannel & Service Cloud Voice

Description:

• Xometry is seeking a Salesforce Cloud Voice & IVR Administrator to join their team.
• The role requires a combination of technical and project management skills.
• The candidate will be responsible for crafting a best-in-class call center and working hands-on in Salesforce Service Cloud, Amazon Connect, and IVR development.
• The position involves collaborating with business stakeholders to improve systems and process flows.
• The candidate will work closely with technical teams to develop system architecture and technical designs for complex projects.
• Responsibilities include administering an IVR solution for Amazon Connect, managing roles, users, and workflows.
• The candidate will provide Salesforce Service Cloud Voice and IVR support and training for Customer Success teams.
• The role includes implementing new functionalities such as automations, assignment and validation rules, dashboards, reports, and custom development work.
• The candidate will manage Service Cloud Voice configurations, Einstein Analytics and Insights, and the Knowledge Base.
• Participation in discussions with product owners and the Customer Success organization is required to ensure a shared understanding of business processes.

Requirements:

• A minimum of 5 years of combined experience in Salesforce Omnichannel, including administering IVRs, Amazon Connect Administration, and/or Salesforce Service Cloud Voice.
• Deep knowledge of Amazon Connect/Salesforce Service Cloud Voice and Contact Center IVRs is essential.
• At least 3 years of experience in project management or professional services, translating business requirements into technical requirements.
• Strong understanding of Salesforce architecture, including custom objects, assignment and validation rules, flow builder, roles, profiles, permission sets, and security settings.
• Excellent communication skills and the ability to translate technical requirements to business stakeholders are required.
• Candidates must be a US citizen, green card holder, or a legal permanent resident of the United States.

Benefits:

• Xometry promotes diversity, equity, inclusion, and belonging in the workplace.
• The company is committed to providing a positive workplace for all employees.
• Xometry is an equal opportunity employer, considering all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
• The company participates in E-Verify and will provide the federal government with Form I-9 information to confirm work authorization in the U.S. after a job offer is accepted.