Xometry is hiring a
Salesforce Administrator

Summary

Join Xometry as a Salesforce Cloud Voice & IVR Administrator to work hands-on in Salesforce Service Cloud, Amazon Connect, and IVR development while improving systems and process flows. Collaborate with stakeholders and technical teams to develop complex projects and provide support and training for Customer Success teams.

Requirements

• Minimum of 5 years of combined experience in Salesforce Omnichannel, with experience administering IVR’s, Amazon Connect Administration and/ or Salesforce Service Cloud Voice
• Deep knowledge of Amazon Connect/Salesforce Service Cloud Voice and Contact Center IVRs
• A minimum of 3 years' experience in project management or professional services where you translated business requirements into technical requirements
• Strong understanding of Salesforce architecture, including but not limited to custom objects, assignment & validation rules, flow builder, roles, profiles, permission sets & security settings
• Excellent communication skills & ability to translate technical requirements to business stakeholders
• Must be a US citizen, green card holder, or a legal permanent resident of the United States

Responsibilities

• You will be the Salesforce Service Cloud Voice and IVR expert for the organization
• You will roll up your sleeves and work hands-on in Salesforce Service Cloud, Amazon Connect, and IVR development (via Amazon Connect), as well as work with business stakeholders to come up with solutions to better improve the systems and process flow
• Work closely with stakeholders and technical teams to develop system architecture and technical designs for complex projects using a combination of out of the box features and custom code
• Administer an IVR solution for Amazon Connect that includes managing roles, users, and workflows
• Provide Salesforce Service Cloud Voice and IVR support and training for Customer Success teams
• Implement new functionality including automations, assignment & validation rules, dashboards & reports and custom development work
• Manage Service Cloud Voice configurations, Einstein Analytics and Insights, Knowledge Base
• Participate in conversations with product owners and the Customer Success organization to ensure shared understanding and gain a strong understanding of underlying business processes to best support our front line staff and customers

Preferred Qualifications

• Amazon Connect (ACAC) Certification, AWS Cert called AWS Cloud Practitioner or equivalent experience
• Salesforce Advanced Administrator Certification
• Experience with Salesforce knowledge and next best actions
• Experience with Lightning Web Components, Integration API, Heroku