Service Cloud Voice Consultant

THUNDER | JOB DESCRIPTION

Full-Time, Exempt

Service Cloud Voice Consultant

Summary

Thunder’s Service Cloud Voice Consultant leads the configuration of the solution, working in close partnership with the Solution Architect and client engagement team. Consultants also support user story definition, documentation, testing, and collaborate with stakeholders to enable best-in-class Salesforce business outcomes and help our customers love Salesforce, forever. 

Ideal candidates bring working, hands-on knowledge of the various Salesforce clouds - specifically Service Cloud Voice - in order to optimize existing Salesforce applications and implement new ones. Thunder Consultants bring their depth and experience converting business processes into Salesforce-specific solutions. 

Your "Day-to-Day" - Role + Responsibilities 

• Participate in key meetings with clients including requirement sessions, system demos, user acceptance testing, and end-user training
• Evaluate client’s business processes and identify opportunities for enhancement
• Translate business requirements into functional specifications, business process and business requirement documents
• Develop user stories and process diagrams to support the design and development of Salesforce solutions 
• Complete the configuration for user stories within Salesforce, AppExchange products, or other cloud-based technologies
• Document and assign needed technical work to be done offshore, while collaborating with developers to test and verify that solutions meet the business requirements
• Help ensure Quality deliverables

Required Qualifications 

• 2-4+ years consulting experience within the Salesforce Partner ecosystem or as an in-house strategic Salesforce Administrator for an enterprise organization
• 2+ years of demonstrated track record of hands-on configuration of Service Cloud and Service Cloud Voice 
• Comfortable establishing credibility with key customer decision makers and influencers
• Strong problem-solving and analytical skills 
• Ability to assess customers’ business goals and formulate product and services solutions that deliver measurable business outcomes
• Ability to distill customers’ strategic business requirements into product insights
• Strong verbal/written communication and presentation skills, plus extraordinary listening skills
• Eagerness to contribute to overall team expertise, standards, methodologies and practices
• Practical exposure to Agile methodology, writing user stories, managing scrum calls, prioritizing backlog, and similar tasks
• Strong skills in data analysis and creating dashboards

Required Salesforce Certifications

Preferred Salesforce Certifications

Administrator

 

Advanced Administrator 

Service Cloud Voice Accreditation

Amazon Connect

 

Sales Cloud Consultant

 

Service Cloud Consultant

                                               

Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If most of this job description describes you, then we encourage you to please apply for this role.

Thunder | The Opportunity, Mission + Culture

Thunder is here to help organizations love Salesforce, forever. We’re passionate about customer success, and seek out innovative consultants with an appetite to provide best-in-class consulting services that we’re proud to deliver: www.thundersf.com

We are building a remote-first culture - with "Thundercats" based from Hawaii to NYC to the Philippines - of intellectually curious, collaborative, solution-oriented teammates who love partnering with each other to deliver great work for our customers. We aren’t afraid to roll up our sleeves to solve problems, create or refine process. One cultural common denominator: we understand that at this stage of our life cycle, we’re here to build! 

Thunder does not accept unsolicited resumes from recruitment agencies. All resumes submitted by recruitment agencies to any employee via email, the Internet (including LinkedIn), or directly without a fully-executed search agreement will be deemed the sole property of Thunder, and no fe