• Facilitate business process reviews to identify customer requirements and processes • Translate customer requirements into contact center design, leveraging best practices and minimizing the need for custom development • Configure Salesforce Service Cloud Voice and Amazon Connect solutions • Develop technical requirements and specifications for customers and the technical delivery team • Drive best practice contact center design into each and every aspect of solution delivery • Effectively manage aspects of projects and customer communications • Deliver customer end user training and documentation • Oversee and be accountable for the successful completion of all aspects of assigned projects • Exercise independent judgment, and take the lead role on enterprise level projects with minimal direction from senior management • Lead vision and strategy discussions with contact center and customer service leadership and management • Architect and build best-in-class implementations of Service Cloud • Configure Salesforce Solutions using point-and-click tools available on the platform (e.g., Process Builder and Visual Flows) • Understand and leverage Salesforce Platform to implement scalable solutions • Partner with our Artificial Intelligence team to create innovative Salesforce solutions for our customers • Acquire new technical expertise and understanding of latest Salesforce features and major launches • Understanding of contact center routing strategies in Salesforce and Amazon Connect