Contact Center & IVR Administrator
BlueVine
About Bluevine
Bluevine is on a mission to enable a better financial future for small business owners through innovative banking solutions designed just for them. By combining best-in-class technology with advanced security and a deep understanding of the small business community, we deliver end-to-end banking and lending products that empower always-on entrepreneurs to grow their businesses with confidence.
As a dynamic company with massive potential, we’re backed by leading investors such as Lightspeed Venture Partners, Menlo Ventures, 83North, Citi Ventures, and nearly 9 years of proven success. Since launching in 2013, we have grown exponentially, amassing over 400,000 customers across all 50 states and a global team of more than 500 people. Our passion is driven by purpose: to give small businesses the tools they need to succeed and we’re just getting started.
All of this begins with our team who are driven by collaboration, problem-solving, and learning and growing together. With a commitment to innovation and community impact, our mission is to help every small business—and every team member—thrive. Join us! #LI-Hybrid
ABOUT THE ROLE:
Bluevine is looking for a Salesforce Service Cloud Voice Admin who has the combination of both technical & project management skills. The candidate should be able to roll up their sleeves and work hands-on in Salesforce Service Cloud, Amazon Connect, and IVR development (via Amazon Connect), as well as work with business stakeholders to come up with solutions to better improve the systems and process flow. Additionally the candidate will have extensive experience working with technical teams on implementing solutions and providing best practices. The incumbent will play the role of liaison between the internal customer and various internal and external technical teams including implementation partners. They will be passionate about driving forward solutions, be a self-starter, and analytical. They will be comfortable with ambiguity and will drive towards simple solutions to complex problems. Ideally this candidate will also have had experience in Salesforce data migration and defining new object structures.
Salesforce Service Cloud Voice is used across all operational parts of the Customer Success business including Lending, Banking and Credit Card Support. Salesforce Service Cloud Voice/Amazon Connect IVR is the main IVR supporting all aspects of our business across Customer Success, Sales, Account Management, Business Dev, & Collections. Ideally this candidate will have had experience working with various different business units and supporting high growth and scale.
WHAT YOU'LL DO:
- Be the Salesforce Service Cloud Voice and IVR expert for the organization.
- Operate our Salesforce org as a Salesforce Service Cloud Voice and Amazon Connect developer.
- Manage an Amazon Connect environment including roles, users and workflows.
- Administer an IVR solution for Amazon Connect using AWS Lambda & AWS Machine Learning services.
- Provide Salesforce Service Cloud Voice and IVR support and training for Customer Success teams.
- Implement new functionality including automations, assignment & validation rules, dashboards & reports and custom development work.
- Creating custom call queues, defining contact attributes, using Polly and SSML in Contact Flows, and administration of the Call Center Agent operating environment.
- Manage Service Cloud Voice configurations, Einstein Analytics and Insights, Knowledge Base
- Work closely with stakeholders and technical teams to develop system architecture and technical designs for complex projects using a combination of out of the box features and custom code.
- Participate in conversations with product owners and the Customer Success organization to ensure shared understanding and gain a strong understanding of underlying business processes to best support our front line staff and customers.
- Stay up to date on Salesforce Service Cloud Voice and Amazon Connect releases, features, and best practices.
- Experience working in an agile environment utilizing sandbox architecture to manage releases.
- Minimum of 5 years of experience as an Amazon Connect Administrator or Salesforce Service Cloud Voice Administrator
- Deep knowledge of Amazon Connect/Salesforce Service Cloud Voice and Contact Center IVRs.
- Experience migrating to, implementing and administering an Amazon Connect solution.
- Demonstrated experience developing IVR solution in Amazon Connect.
- Experience with Apex Classes, Python and AWS Lambda functions.
- Strong understanding of Salesforce architecture, including but not limited to custom objects, assignment & validation rules, flow builder, roles, profiles, permission sets & security settings.
- Experience in supporting & developing customer flows for post sales support.
- Excellent communication skills & ability to translate technical requirements to business stakeholders.
- Bachelor's Degree or higher in Computer Science, Engineering or related field; or equivalent experience.
NICE TO HAVE (BONUS POINTS):
- Amazon Connect (ACAC) Certification
- AWS Certified Solutions Architect
- Salesforce Advanced Administrator Certification
- Experience with Lightning Web Components, Integration API, Heroku
BENEFITS AND PERKS - for employees located in the US
- Excellent health coverage and life insurance benefits
- 401K with an immediate 3% company match
- PTO, Company Holidays, and Flexible Holidays
- Company-sponsored Mental Health Benefits, including 1:1 therapy
- Over $1,000 annually for a wellness benefit of your choice
- Monthly WFH stipend
- Generous, paid parental leave covering up to 16 weeks
- Access to financial coaches and education sessions
- Free commuter benefits - Caltrain passes for San Francisco employees and a monthly parking allowance
- Weekly catered lunches and fully stocked kitchen pantries
- Community-based volunteering opportunities