Junior Salesforce Engineer (CRM Implementation)

Position Overview

We are seeking Junior Salesforce Engineers to support the implementation of the Salesforce CRM for a leading health insurance company's inbound call center processes. The ideal candidates will work closely with the sales team to ensure a seamless integration, configuration, and optimization of Salesforce CRM to enhance operational efficiency and customer satisfaction.

Key Responsibilities

1. Salesforce Configuration and Customization:

○ Assist in setting up and configuring Salesforce CRM features like Service Cloud, Sales Cloud, and Contact Center tools.

○ Customize Salesforce workflows, reports, dashboards, and data models as per the project requirements.

2. Integration Support:

○ Collaborate with IT and third-party vendors to integrate Salesforce with existing telephony and customer service tools.

○ Ensure smooth data migration from legacy systems to Salesforce CRM.

3. Requirement Gathering and Documentation:

○ Work with cross-functional teams to gather and analyze business requirements.

○ Document technical specifications, workflows, and use cases for implementation.

4. Testing and Quality Assurance:

○ Conduct unit testing and support User Acceptance Testing (UAT) for the implemented CRM solution.

○ Identify and resolve bugs or issues in the system during implementation.

5. User Training and Support:

○ Provide hands-on training and technical support to the call center staff and sales team.

○ Develop training materials, FAQs, and user guides.

6. Ongoing Maintenance and Optimization:

○ Monitor system performance and suggest enhancements to improve efficiency.

○ Stay updated with Salesforce releases and implement new features as needed.

Qualifications and Skills

• Bachelors degree in Computer Science, IT, or related field.
• Basic understanding of Salesforce platform (Salesforce certifications like Salesforce Administrator or Platform App Builder preferred).
• Knowledge of CRM concepts and their application in sales or customer service processes.
• Proficiency in data analysis, reporting, and creating dashboards within Salesforce.
• Strong problem-solving skills with attention to detail.
• Ability to work collaboratively in a team and communicate effectively with stakeholders.