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Salesforce Service Cloud Voice / CTI Technical Lead

Salesforce Service Cloud Voice / CTI Technical Lead

OmegacrmconsultingSan Francisco, CA, United States
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Overview

Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with +20 years of experience in the use of Technology applied to Marketing and providing a unique Customer Relationship with mainly focus on Innovation. We are looking for a Salesforce Service Cloud Voice Technical Lead.

Responsibilities

  • Leadership of CTI integrations and associated software in the different CRM implementations.
  • Supporting the sales team in opportunities requiring CTI integration, Contact Centre solutions, Voice and Multichannel solutions.
  • Collaborate with the Innovation area in CTI and Voice and Multichannel expertise, evaluating alternatives, proofs of concept or new technologies related to voice in the CRM environment.
  • Progressively enter the Salesforce environment, with the objective to lead projects and support services related to Contact Center and Customer Services.
  • Coordinate and follow-up the integrations development team (REST, SOAP, API).
  • Participate in analysis, documentation, tests and support tasks according to the needs of each project / client. Act as an internal and external consultant in CTI environments.
  • Be the point of contact with CTI vendors that need to be incorporated into a CRM project.
  • Work with different environments / technologies (such as Google, AWS or Microsoft) as a high percentage of assignments will be oriented towards Salesforce-based application implementation, maintenance and development tasks.

Required experience

  • Minimum of 3 years experience in a similar role.
  • 5+ years of experience in projects / maintenance of CTI solutions.
  • Experience in Salesforce Service Cloud Voice and Genesys.
  • High level of English.

    • What we offer

  • Permanent contract.
  • Flexible Schedule. We make it easy. Balance your professional and personal life.
  • Certifications plan. Improve your skills and get the official certificate from our main partners.
  • Home Office. You decide and we support you.
  • Flexible retribution (public transport ticket, Ticket restaurant, …).
  • Health insurance.
  • OMEGA in action. Our commitment to a better society is not just an intention.
  • Professional development : Evolve, grow and get where you want to go.

    • About Omega CRM

    Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data – all enhanced by AI. Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end-to-end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact.

    With over 23 years of experience, a team of 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain. We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non-Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics. Client satisfaction is at our core (rating : 4.9 / 5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia).

    At Omega CRM, we believe in growth through people – guided by our values : #Talent, #Flexibility, #Commitment, and #Innovation. We grow #Together.

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    Salesforce Technical • San Francisco, CA, United States