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workflow automation salesforce ai case management ccaas📋 Description
- Administer Salesforce Service Cloud: case mgmt, automation, routing, SLAs, reports.
- Own Zoom Contact Center config for voice and digital client interactions.
- Design and maintain CX workflows for frictionless client/internal-team experiences.
- Implement and support AI-driven service capabilities (routing, agent assist, automation).
- Ensure accurate capture and reporting of service data for performance management.
- Identify and eliminate friction points across client workflows; suggest improvements.
🎯 Requirements
- Salesforce Service Cloud Admin experience: case management, automation, reporting.
- Salesforce Service Cloud Consultant or Administrator Certification (required).
- Hands-on Zoom Contact Center or CCaaS administration experience.
- AI in service: workflow automation, agent assistance, intelligent routing.
- Experience integrating CRM, contact center, and knowledge base tools.
- Strong partnership mindset with cross-functional collaboration.
🎁 Benefits
- Competitive Salary
- Company-paid medical, vision, dental; $4.4k HSA contribution
- Short-term and Long-term Disability
- 401k Matching
- Work from Anywhere within the US
- Flexible PTO
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