About the Role:
This Senior Consultant position will report to a Business Advancement and Business Intelligence (BA/BI) Product Owner and will be tasked with administering Windstream’s Salesforce/Service Cloud environment.
This Senior Consultant role will work closely with Windstream functional leaders and subject matter experts to identify, develop, and deploy new business processes for our operations teams and users in our Salesforce platform. This role will primarily support a customer facing support team and is actively enhancing a Service Cloud environment to support these roles (service cloud, case management, knowledge, chatter). This role’s requirements will be equal parts administration and analyst and will be required to execute day-to-day configuration, support, maintenance, and participate in projects to improve our customer interactions.
What You’ll Do:
• Manage solution design from conception to delivery and be responsible for user management and administration.
• Design both the components and interactions that will deliver intended business outcomes by executing data loads.
• Collaborate with team members and Support Salesforce configuration for integrated systems (NICE inContact, Medallia, web portals, Salesforce Field Service, local exchange carrier interfaces and more)
• Utilize release management tools (such as Copado) and operate as part of an Agile/Scrum team.
• Support Salesforce configuration for integrated systems (NICE inContact, Medallia, web portal, Oracle Field Services, local exchange carrier interfaces, BMC Remedy, and more)
• Work in Microsoft Azure Dev Ops (ADO) to track bugs, user stories, and tasks
• Build and maintain technical trusted advisor relationships with influential technical decision makers within our Technology space.
Do You Have
• Salesforce Certification required, a minimum of Salesforce Administrator certification.
• Salesforce Administrator
• Service Cloud Consultant
• Advanced Administrator
• Platform App Builder
• Minimum of 3 years of experience in certified Salesforce Administrator/developer role, preferably 5+ years
• Ability to own opportunity, projects and deliverable from end to end, inception to delivery, with minimal supervision necessary
• At a minimum a functional level of expertise with SQL, if not work experience/certification with CRMA or other BI tools and processes/methods (e.g. Tableau, ETL..)
• Working knowledge of flow and other Salesforce administration tools
• Proven ability to design and implement new processes and facilitate user adoption.
• Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
• Understanding of Sales Cloud/Service Cloud best practices and functionality
• Data management abilities
• Experience with successfully driving projects to completion
• A demonstrated ability to understand and articulate complex requirements
• Experience with telecom processes preferred
• Experience working in a SCRUM or agile environment preferred
Our Benefits:
Windstream DEI&B Statement: Connecting people in a world of infinite possibilities. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. The diverse voices of our employees fuel our innovation and the inclusive, equitable culture we are building fosters belonging and empowers each one of us to create amazing customer experiences.
Our Employee Resource Groups:
The starting compensation range for this job is [insert minimum for
grade in 83,500 A here] to [insert mid-point for grade in 103,250
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Desired Qualifications: College degree and 8 years professional level experience with 3-4 years supervisory experience; or 12 years professional level related experience with 3-4 years supervisory experience; or an equivalent combination of education and professional level related experience desired.
