Salesforce Developer (Lead)
- Infogain
- 8 - 11 years
- Bengaluru
- 10 months ago
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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
- 8-11 Years
- Primary Skill: Salesforce Technical
- Sub Skill(s): Salesforce Technical
- Additional Skill(s): Salesforce Functional, Salesforce Technical
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Software Development - OtherEmployement Type: Full timeContact Details:
Company: InfogainLocation(s): Bengaluru
Keyskills: Service delivery Transcription IVR Voice support Cloud Telephony Customer service Customer experience Monitoring Salesforce
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Infogain
Blue Star Infotech Ltd, now part of Infogain, delivers IT services and digital transformation solutions across industries. The company emphasizes innovation, client value, and excellence through high-impact projects and human-centered design. With a global presence and over 6,000 employees, it foste...
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