Management, Omni-Channel Routing, Service Console, Knowledge Base, and CTI integrations. Develop and oversee integrations...
CUI, CTI, and CDI. Maintain IAT Level II baseline certification requirements IAW 8570.01 M Information Assurance Workforce...
. Customize and extend Service Cloud features including Omni-Channel, Case Management, Knowledge, and CTI integrations...
Cloud features including Omni-Channel, Case Management, Knowledge, and CTI integrations. Einstein And AI Capabilities...
. Customize and extend Service Cloud features including Omni-Channel, Case Management, Knowledge, and CTI integrations...
/ Analytics: Calabrio (common in modern CX environments) CRM: Salesforce Service Cloud Additional Systems: SAP, CTI/ACD routing...
, Service Console, Knowledge Base, and CTI integrations. Develop and oversee integrations with external platforms (CRM systems...
with requirements management tools (e.g., Azure DevOps). Familiarity with system integrations (e.g., CTI, Amazon Connect)....
Salesforce Genesys CTI integrations (voice, chat, IVR, routing) Configure and optimize Salesforce Service Cloud (Case Management... with Genesys Contact Center (Cloud or On-Prem) Expertise in CTI, IVR, call routing, screen pops, and call lifecycle events...
, IVR, CTI integrations. Scripting knowledge (e.g., Routing Strategy, JavaScript). Exposure to cloud platforms (AWS...