Job Description
As a Salesforce 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 Salesforce 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:
1. Ownership of Contact Center and CTI related topics
2. Be a key partner for organisational change and development processes
3. Create, maintain and manage ring groups, outbound Ids, lists and campaigns
4. Support call flow monitoring and maximise the contact center agent assignment
5. Manage performance, including monitoring of dropped calls, abandoned rates and other metrics needed to optimise call handling processes
6. Functionally manage integration between Contact Center and Salesforce
7. Overall documentation related to CTI setup and onboarding
8. Automate onboardings and assignments
9. Whatsapp Business setup for global expansion
Salesforce administration (Customer Service) and platform tasks include:
10. Help streamline the Customer Service support processes and integration with other systems
11. Manage operational requests and troubleshoot issues, working with diverse user groups
12. Further development of Omni-Channel, Chatbot integration, Surveys
Qualifications
13. Experience in a contact center environment, telephony, or unified communications related work experience (talkdesk is a plus)
14. Knowledge of integrating Contact Center platforms with CRM solutions such as Salesforce, Microsoft Teams, and other enterprise technologies is a plus
15. At least 1 year of previous experience as a Salesforce Administrator - ideally in both Sales and Service Cloud (experienced with Salesforce Flows is a plus)
16. Excellent analytical, communication, organisational, and problem-solving skills coupled with a good work ethic
17. An effective communicator that works well in a collaborative team setting
18. Strong analytical skills and the ability to troubleshoot and solve technical problems
19. Passionate about helping others convert problems into solutions
20. At least B2 proficiency in German (we also provide courses)
Additional Information
We're offering
21. The chance to be part of a fast-growing and future-oriented startup: we are one of the biggest players in the solar business.
22. Help to make the world a bit better: we are all about green energy.
23. Work with the best in the industry and grow with us: there’s plenty of room for your ideas.
24. 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.