Implementation Specialist

Job Title: Implementation Specialist (NICE CXone with Salesforce CRM)

Location: Remote (Need to visit office occasionally 1 or 2 days in a month.)

Experience: 3 years

Job Summary:

We are seeking a skilled Implementation Specialist to lead the integration of NICE CXone with Salesforce CRM. This role involves designing, customizing, and deploying Salesforce solutions while ensuring seamless integration with CXone to enhance customer experience workflows.

Key Responsibilities:

Salesforce Implementation:

• Analyze business processes and translate them into Salesforce solutions.
• Customize Salesforce objects, layouts, workflows, and dashboards.
• Manage user roles, profiles, and security settings.
• Train end-users and provide ongoing support.
• Monitor Salesforce updates and recommend enhancements.

CXone Integration:

• Implement NICE CXone Agent for Salesforce, enabling omnichannel routing and voice capabilities.
• Collaborate with CX teams to scope client needs and align CXone features with Salesforce workflows.
• Optimize inside sales team workflows using CXone tools.
• Troubleshoot integration issues and ensure system stability.

Project Management & Collaboration:

• Work with cross-functional teams including developers, analysts, and business stakeholders.
• Document implementation processes and create user guides.
• Ensure projects are delivered on time and within scope.

Qualifications:

• 3+ years of experience in Salesforce implementation and administration.
• Hands-on experience with NICE CXone platform and its integration with Salesforce.
• Proficiency in Apex, Visualforce, SOQL, and Salesforce APIs.
• Strong understanding of CRM workflows and contact center operations.
• Salesforce certifications (Administrator, Service Cloud Consultant) preferred.
• CXone certifications or training a plus.
• Excellent problem-solving and analytical skills.
• Strong communication and stakeholder management.