Omega CRM, a Merkle & Dentsu company, is a leader in developing Customer Experience services with over 20 years of experience in marketing technology and customer relationship management, focusing on innovation. We are seeking a Salesforce Service Cloud Voice Technical Lead.
Main Tasks:
* Lead CTI integrations and related software across various CRM implementations.
* Support sales teams with opportunities involving CTI, Contact Center solutions, Voice, and Multichannel solutions.
* Collaborate with the Innovation team to evaluate and implement new voice technologies within CRM environments.
* Gradually take on project leadership and support roles in Salesforce-based Contact Center and Customer Service projects.
* Coordinate with the development team on REST, SOAP, and API integrations.
* Participate in analysis, documentation, testing, and support activities, acting as a consultant for CTI environments.
* Serve as the main contact with CTI vendors for CRM projects.
* Work with various environments and technologies, primarily focusing on Salesforce application implementation, maintenance, and development.
Required Experience:
* At least 3 years in a similar role.
* Over 5 years working with CTI solutions in project or maintenance contexts.
* Experience with Salesforce Service Cloud Voice and Genesys.
* Proficiency in English at a high level.
What We Offer:
* Permanent contract.
* Flexible schedule supporting work-life balance.
* Certification programs to enhance skills with official credentials.
* Home office options.
* Flexible compensation benefits (public transport, meal tickets, etc.).
* Health insurance.
* Our commitment to social responsibility.
* Opportunities for professional growth and development.
About Us:
Omega CRM, part of Merkle, is a global digital company that accelerates business experiences through customer-centric solutions, technology, data, and AI. As the largest Customer Experience Management agency in Spain within the dentsu group, we deliver integrated media, creativity, content, technology, and strategy solutions. With over 23 years of experience, 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a leader in the Salesforce ecosystem in Spain. We serve industries such as Retail, Healthcare, Pharma, Real Estate, Education, and Non-Profit, providing omnichannel experiences. Our client satisfaction rating is 4.9/5, and we have received awards like Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia). We value growth through our people, guided by our core values: #Talent, #Flexibility, #Commitment, and #Innovation. We believe in growing together.
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