iO Associates
Salesforce Service Cloud Voice Specialist
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Salesforce Service Cloud Voice Consultant
Location: Hybrid role based in London (2 days in the office, 3 days WFH/office)
About the Role
We are seeking a Salesforce Service Cloud Voice Consultant to join our Business Systems team. This role is pivotal in enhancing efficiency and effectiveness across customer-facing teams by defining, improving, and optimizing internal processes. You'll become an expert in Salesforce Service Cloud, identifying opportunities for automation, and delivering high-quality reporting to highlight bottlenecks and improve workflows.
Your work will directly contribute to business growth and strategic goals, collaborating with cross-functional teams to implement impactful solutions.
Responsibilities
- Process automation: Understand, manage, and improve operational processes for Customer Services teams.
- Salesforce support: Use Salesforce Service Cloud for BAU tasks and strategic projects.
- Data management: Utilize reporting, import wizard, and data loader to query, manipulate, and maintain accurate databases.
- Third-party tools: Administer and configure tools like Vonage to support Customer Services.
- Problem-solving: Identify and respond to new challenges dynamically.
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Experience Required
- Professional experience working with Salesforce Service Cloud or Contact Center solutions
- Hands-on experience implementing Service Cloud Voice, preferably with Amazon Connect and other telephony providers
- Strong understanding of customer service processes and contact centre operations
- Ability to design scalable, secure, and user-friendly voice-enabled workflows
- Comfortable engaging with both technical and non-technical stakeholders
- Strong communication and problem-solving skills
- Salesforce certifications (e.g. Service Cloud Consultant) are a plus
- Experience with telephony systems, CTI integrations, or AWS tools is an advantage
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Why Apply?
This is an exciting opportunity to work in a fast-paced environment where no two days are the same. You'll be part of a collaborative team culture that values honesty, respect, and innovation.
If you're ready to make a real impact and grow your career with Salesforce Service Cloud Voice, hit apply today, it only takes 2-3 minutes!
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