Job Description
As a CTI Admin working within the Salesforce Team you will be responsible for helping design, test, document, and implement approved changes and enhancement requests.
You will be exposed to all levels of CTI work in a developing and highly functional team (Administrators, Product Managers, Developers, QA, DevOps) with lots of opportunities to share and gain knowledge.
We are currently moving our Contact Center support and development into the Salesforce Team - so there is also some groundwork to be done with exposure to all central departments. Besides the Contact Center related tasks you will help optimise customer service processes, customer experience, research new technologies and ensure delivery required to achieve business success. This position will serve as liaison with the IT department as needed.
Contact Center administration / CTI related tasks include:
* Ownership of Contact Center and CTI related topics
* Be a key partner for organisational change and development processes
* Create, maintain and manage ring groups, outbound Ids, lists and campaigns
* Support call flow monitoring and maximise the contact center agent assignment
* Manage performance, including monitoring of dropped calls, abandoned rates and other metrics needed to optimise call handling processes
* Functionally manage integration between Contact Center and Salesforce
* Overall documentation related to CTI setup and onboarding
* Automate onboardings and assignments
* Whatsapp Business setup for global expansion
Salesforce administration (Customer Service) and platform tasks include:
* Help streamline the Customer Service support processes and integration with other systems
* Manage operational requests and troubleshoot issues, working with diverse user groups
* Further development of Omni-Channel, Chatbot integration, Surveys
Qualifications
* Experience in a contact center environment, telephony, or unified communications related work experience (talkdesk is a plus)
* Knowledge of integrating Contact Center platforms with CRM solutions such as Salesforce, Microsoft Teams, and other enterprise technologies is a plus
* At least 1 year of previous experience as a CTI Administrator - ideally in Salesforce in both Sales and Service Cloud (experienced with Salesforce Flows is a plus)
* Excellent analytical, communication, organisational, and problem-solving skills coupled with a good work ethic
* An effective communicator that works well in a collaborative team setting
* Strong analytical skills and the ability to troubleshoot and solve technical problems
* Passionate about helping others convert problems into solutions
Additional Information
We're offering
* The chance to be part of a fast-growing and future-oriented startup: we are one of the biggest players in the solar business.
* Help to make the world a bit better: we are all about green energy.
* Work with the best in the industry and grow with us: there’s plenty of room for your ideas.
* A hybrid work model, the ability to come to our Berlin office every now and then for in person discussions and events, or to be there all the time - you decide.
At Enpal, we are proud of the diversity of our team. No decisions are made based on skin color, religion or religious belief, ethnic or national origin, nationality, gender identity, sexual orientation, disability, or age, either during recruitment or employment. We strongly encourage women, neurodivergent people, people of color, and LGBTQ(+) people to apply. Enpal stands for a safe workplace and takes action against discrimination and harassment of any kind