Diligent Corporation is looking for a Developer to join its Business Technology (BT) group. The BT group is a team of analysts, engineers and leaders in charge of enterprise systems and technology across the organization. Primary responsibilities for this position include administration, optimization, and automation of our new RingCentral (NICE InContact CXOne) cloud contact center and cloud softphones, and development of their key integrations including Salesforce Service Cloud. Other duties include support escalation, requirements gathering, and strategic planning.
Key Responsibilities:
- Proven experience as a Salesforce Developer with a focus on Service Cloud customization and development.
- Strong understanding of customer service processes and best practices.
- Resolve support requests in areas such as user management and security, data management, incidents/bugs, email-to-case, workflow/approval flow updates, reports/dashboards.
- Create Salesforce Custom objects,relationships/junction objects like Master-Child,lookups,Fields, Objects, Tabs, Page Layouts, Lightning Record pages, Record Types, Validation Rules, Relationships,Email Templates, Sharing Settings, Sharing Rules, Users, Profiles,Permission Sets, List Views, Public Groups,Queues
- Collaborate with cross functional teams and business stakeholders to understand objectives, provide support in developing technical solutions.
- Manage integrations between salesforce and other applications.
- Set up and administer contact center features, such as omnichannel routing, workforce optimization, quality management (QM), reporting and analytics, skilling, call queues, use creation, etc.
- Monitor and troubleshoot call quality and agent issues and escalate to RingCentral support when needed.
- Work directly with Diligent Sales + Support managers and supervisors to ensure the CXOne contact center + softphones are optimally configured to provide the highest level of customer service and limit disruptions for our global teams
- Create and maintain detailed business documentation, use case and data flows.
- Enhance and administer the Salesforce RingCentral integration and assist with help tickets
- Collaborate with internal and external stakeholders to understand their requirements and provide CXone solutions that meet or exceed their expectations.
- Stay updated on CXone product updates, best practices, and industry trends.
- Ability to reason and think logically
- Strong attention to detail in regard to project planning and documentation
- Excellent organizational skills
- Task oriented individual, capable of taking ownership of projects and bringing them to completion.
Preferred Qualifications:
- Bachelors degree in engineering, CS, or IT related field preferred
- 5+ years of experience in contact center administration and Salesforce administration and development.
- NICE/RingCentral CXOne cloud contact center and RingCentral MVP softphone administration experience
- Experience administering / integrating salesforce and other applications in the eco-system.
- Certifications Preferred: Salesforce Admin
