Salesforce Developer (Lead) with skills Salesforce Technical, Salesforce Functional, Salesforce Technical for location Bangalore, India
ROLES & RESPONSIBILITIES
Job Description
Designing, developing, and maintaining custom solutions within Salesforce Service Cloud, with a focus on Service Voice to optimize voice support.
Configuring and integrating telephony systems with Service Cloud to enable seamless voice support functionality, ensuring agents have a unified console for handling calls.
Developing and maintaining workflows, automations, and integrations that enhance Service Voice operations, such as automating call routing and integrating with external systems.
Configuring call routing, IVR (Interactive Voice Response), and other telephony features within Service Voice to improve customer interactions
Collaborating with customer service teams to gather requirements and implement solutions that improve voice interaction handling, ensuring alignment with organizational goals.
Providing training and ongoing support to service agents on effectively utilizing Service Voice features, including real-time transcription and AI-driven insights.
Monitoring and analyzing the performance of Service Voice implementations to ensure optimal functionality and user adoption, leveraging data to drive improvements.
Leveraging AI-driven features of Service Voice, such as real-time transcription and conversation analysis, to enhance agent productivity and customer experience
Staying abreast of the latest developments in Salesforce Service Cloud and Service Voice to continuously improve service delivery, ensuring the role remains cutting-edge
EXPERIENCE
- 8-11 Years
SKILLS
- Primary Skill: Salesforce Technical
- Sub Skill(s): Salesforce Technical
- Additional Skill(s): Salesforce Functional, Salesforce Technical
ABOUT THE COMPANY
Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, telecom, and retail & CPG industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).
Infogain, an Apax Funds portfolio company, has offices in California, Washington, Texas, the UK, the UAE, and Singapore, with delivery centers in Seattle, Houston, Austin, Kraków, Noida, Gurgaon, Mumbai, Pune, and Bengaluru.