Salesforce Developer/ Architect, Illinois

Job description

Job Summary

Extensive knowledge of Service Cloud features, including case management, knowledge base, and the Service Console.

Deep understanding of MIAW configuration options, chat protocols, and integration capabilities.

Familiarity with Apex coding (if needed for custom development) and basic HTML/CSS for UI adjustments.

Ability to understand customer needs and design chat experiences that optimize support interactions.

Setting up and customizing MIAW chat features, including chat buttons, pre-chat forms, routing rules, and agent availability settings within the Service Cloud console.

Configure advanced call center capability to enable both phone and live chat based customer support.

Connecting MIAW to existing Service Cloud case management systems to seamlessly transition live chat conversations into support tickets.

Designing and customizing the look and feel of the chat interface to align with brand guidelines.

Monitoring key MIAW metrics like chat volume, resolution times, customer satisfaction, and agent performance.

Identifying and resolving issues related to MIAW functionality, including chat connectivity, user authentication, and message delivery.