PlanIT Group, LLC · 2 months ago
Technical Architect
United States
Contract
Remote
Senior LevelPlanIT Group, LLC is seeking a highly ambitious and entrepreneurial Technical Architect with experience in Amazon Connect and Salesforce Service Cloud. The role involves being a hands-on technical leader responsible for driving IT-driven business outcomes for key healthcare customers.
ConsultingInformation TechnologyManagement Consulting
Responsibilities
Experience working with Salesforce Service Cloud and Amazon Connect is REQUIRED
Voice call routing
24/7 presence statuses with alerts and queue configuration
Routing configuration
Data Model updates & Page layouts
Add Callers and Transfer Calls
Setup Call Transcription - more Amazon work if needed
Click to Dial
Screen pops w/notifications i.e. protocol for a specific building; open cases for a specific building (omni channel xfer flow)
Mobile access (Voice is not supported on Salesforce Mobile or iPad but user phone can be their mobile)
Omni Supervisor Call Monitoring
Add link to Amazon Real time Call Metrics
Link Case to Voice Record
Working with Case and Task Management
Enable Voice Mail Recording
Enable Call Recording
Security including Single Sign on
Standard Call reporting with dashboards including time answered, hold, AHT, transfers, etc
Qualification
Required
Experience working with Salesforce Service Cloud and Amazon Connect is REQUIRED
Voice call routing
24/7 presence statuses with alerts and queue configuration
Routing configuration
Data Model updates & Page layouts
Add Callers and Transfer Calls
Setup Call Transcription - more Amazon work if needed
Click to Dial
Screen pops w/notifications i.e. protocol for a specific building; open cases for a specific building (omni channel xfer flow)
Mobile access (Voice is not supported on Salesforce Mobile or iPad but user phone can be their mobile)
Omni Supervisor Call Monitoring
Add link to Amazon Real time Call Metrics
Link Case to Voice Record
Working with Case and Task Management
Enable Voice Mail Recording
Enable Call Recording
Security including Single Sign on
Standard Call reporting with dashboards including time answered, hold, AHT, transfers, etc
Experience working with healthcare providers or payers is REQUIRED
Experience working hands on with Amazon Connect and Salesforce Service Cloud is REQUIRED
Preferred
Experience working with global teams is highly desired
Company
PlanIT Group, LLC
PlanIT Group is an IT and engineering professional services company which provides top-tier talent to various commercial and government customers.
Founded in 2010
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$3.55M2020-09-24Series Unknown· $3.55M
Company data provided by crunchbase