This is a great opportunity for someone early in their Salesforce career who is eager to learn and grow in a collaborative, fast-paced environment. You’ll work under the guidance of the Salesforce Team Manager and alongside our experienced Salesforce Administrator and Project Coordinator to support the firm’s customer relationship management (CRM) system and ensure it aligns with our business goals.
Manage and configure core call center systems (e.g., Genesys, Zendesk, Salesforce, Talkdesk) including user accounts, routing, IVR flows and new feature deployments, ensuring optimal operation. Identify and implement admin level configuration changes or process improvements within call center platforms to enhance call flow, agent efficiency and overall system performance. Provide operational technical support, monitor system performance, diagnoses and resolves incidents affecting call center functionality.
As a Certinia PSA Consultant, you will understand and execute client needs. You will work with clients on solutions that will help their company reach its maximum potential. You will also integrate Salesforce CRM with Certinia PSA to provide end to end solutions, being detail-oriented and rapidly learning new concepts, business models, and technologies.