Salesforce Consultant, Service Cloud

Summary

Join NeuraFlash, a leader in AI and Salesforce innovation, and help shape the future of AI-powered transformation. You'll collaborate with experts to develop advanced AI solutions, streamline business operations, and build cutting-edge solutions using generative AI technologies. This role involves facilitating business process reviews, creating visual diagrams and user stories, configuring Salesforce and Amazon Connect solutions, and developing technical requirements. You will also deliver customer training and documentation, and partner with the AI team to create innovative solutions. The position requires experience with Salesforce development and configuration, contact center operations, and client-facing activities. NeuraFlash offers a flexible work environment with remote and in-person options, travel opportunities, and a collaborative culture.

Requirements

• 1+ years project experience in a hands-on position
• 1+ years of experience with Salesforce in a development or configuration capacity
• Understanding of Customer Service and Contact Center Operations with experience solving Complex Use Cases
• Solid Understanding of Salesforce Platform and its architecture
• Experience building Custom Applications, Lightning Experience, Visual Flows, and Process Builders within Salesforce
• Understanding of Release Management, Application Lifecycle Management, Development Lifecycle, and Deployment Best Practices and Governance
• Client facing experience in the following areas: Pre-Sales Activities, Project Management/Ownership, Discovery and Design, Delivering Solution Options to Customers, and Enterprise Application Architecture

Responsibilities

• Facilitate business process reviews to identify customer requirements and processes
• Create visual diagrams illustrating customer business processes
• Create user stories based on customer requirements
• Configure Salesforce Service Cloud Voice and Amazon Connect solutions
• Develop technical requirements and specifications for customers and the technical delivery team
• Learn and drive best practice contact center design into each and every aspect of solution delivery
• Effectively manage aspects of projects and customer communications
• Deliver customer end user training and documentation
• Configure Salesforce Solutions using point-and-click tools available on the platform (e.g., Process Builder and Visual Flows)
• Partner with our Artificial Intelligence team to create innovative Salesforce solutions for our customers
• Acquire new technical expertise and understanding of latest Salesforce features and major launches
• Understanding of Contact Center routing strategies in Salesforce and Amazon Connect

Preferred Qualifications

• Any Salesforce Certifications are a plus, preferably Salesforce Service Cloud, Experience Cloud, or Sales Cloud
• Detail-oriented and a strong team player with great communication skills
• Keep an open mind and must be flexible to change
• Contact Center architecture knowledge
• Working knowledge of voip communication protocols like SIP, WebRTC
• Experience building contact centers based on Amazon Connect Contact Center solution
• Experience with Workforce Management solutions
• Experience working with outbound dialers, campaign management

Benefits

• Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, our India office, or you're one of over half of our NeuraFlash Family who work remotely, we’re focused on keeping everyone connected and unified as one team
• Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%
• Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done
• Collaboration: You have a voice here!  If you work with a team of smart people like we do, it’s a no-brainer to take suggestions and feedback on how to keep NeuraFlash thriving.  Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small
• Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together
• Location: NeuraFlash strives to provide you with the flexibility to work in the location that makes the most sense for your lifestyle. For those that prefer an office setting, this role may be based in any of our hub locations within the United States, and India. If you prefer to work from your home, we can accommodate remote locations anywhere in the United States for our U.S. based employees, anywhere within British Columbia and Ontario for our Canadian employees, and anywhere within Colombia for our Colombian employees!