Salesforce Lead (service cloud VOICE)

Role Description The Salesforce Lead (Service Cloud Voice) will own the end-to-end design, configuration, and optimization of Salesforce Service Cloud Voice solutions for Ekloud's clients. This full-time remote role involves leading discovery workshops, gathering requirements, and translating business needs into scalable technical architectures and configurations within Salesforce. The individual will configure Service Cloud Voice, contact center workflows, routing, and integrations, and collaborate closely with cross-functional teams including developers, admins, business stakeholders, and external partners. Day-to-day responsibilities include overseeing solution implementation, guiding junior team members, performing hands-on configuration and testing, ensuring best practices and platform governance, and supporting deployments and post-go-live enhancements. The Salesforce Lead will also contribute to documentation, user training, and continuous improvement initiatives aligned with Ekloud's AI-driven and data-centric consulting approach.

Qualifications

• Solid Salesforce Service Cloud and Service Cloud Voice expertise, including call routing, telephony integration, omni-channel, and contact center configuration.
• Strong CRM solution design skills with experience translating business requirements into scalable architectures, workflows, automation, and integrations.
• Hands-on experience with Salesforce administration and configuration (objects, fields, page layouts, flows, validation rules, assignment rules).
• Understanding of cloud platforms and integration technologies (APIs, middleware, REST/JSON, CTI connectors) relevant to Salesforce ecosystems.
• Proficiency with contact center operations and metrics, including case management, SLAs, customer experience optimization, and support processes.
• Demonstrated ability to lead projects or workstreams, coordinate cross-functional teams, and mentor junior Salesforce professionals.
• Strong analytical and problem-solving skills with the ability to troubleshoot complex issues and propose data-driven improvements.
• Clear written and verbal communication skills, including the ability to document solutions and conduct user training for diverse stakeholders.