Salesforce Contact Centre Specialist

APN Consulting Inc

🇮🇳 India

On-site

Mid level

1 month ago

ServiceNow
AI/ML
Salesforce
Salesforce Service Cloud
SOAP

1 month ago

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APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.

Job Title: Salesforce Contact Centre Specialist
Experience: 4–5 years
Role Type: Salesforce/Contact Centre
Remote

Job Summary
We are looking for an experiencedSalesforce Contact Centre Specialist with 4–5 years of hands-on experience in Salesforce Contact Centre solutions. The ideal candidate will have strong knowledge of Salesforce Service Cloud, contact centre integrations, and customer service processes.

Key Responsibilities

Design, configure, and support Salesforce solutions for contact centre operations.
Work withSalesforce Service Cloud and related customer service functionality.
Configure case management, Omni-Channel, queues, routing, and service workflows.
Integrate Salesforce with telephony/CTI and other contact centre platforms.
Gather business requirements and translate them into scalable Salesforce solutions.
Develop and maintain Salesforce Flows, validation rules, approval processes, and automation.
Troubleshoot production issues and provide timely technical support.
Collaborate with business stakeholders, developers, administrators, and integration teams.
Participate in solution design, testing, deployment, and post-production support.
Prepare technical documentation and ensure adherence to Salesforce best practices.
Monitor system performance and identify opportunities for process and service improvements.

Required Skills

4–5 years of experience working with Salesforce.
Strong hands-on experience withSalesforce Service Cloud.
Good understanding ofSalesforce Contact Centre / Customer Service solutions.
Experience withOmni-Channel, Case Management, CTI, and call routing.
Knowledge of Salesforce configuration and automation tools.
Understanding ofREST/SOAP APIs and system integrations.
Experience working with Salesforce security, profiles, permission sets, roles, and sharing.
Strong analytical, troubleshooting, and communication skills.
Ability to work with cross-functional teams and business stakeholders.

We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.

Salesforce Contact Centre Specialist · APN Consulting Inc

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