Description

You will own the configuration and integration of Service Cloud and MIAW chat functionalities.

This role is on-site.

Responsibilities

• Configure MIAW chat features, including buttons, pre-chat forms, routing rules, and agent availability.
• Connect MIAW to Service Cloud case management to transition live chat conversations into support tickets.
• Configure advanced call center capabilities supporting phone and live chat support.
• Design and customize the chat interface appearance to match brand guidelines.
• Monitor key MIAW metrics, including chat volume, resolution times, and customer satisfaction.

Required Skills

• 5+ years of professional experience.
• Extensive knowledge of Service Cloud features, including case management, knowledge base, and Service Console.
• Deep understanding of MIAW configuration, chat protocols, and integration capabilities.
• Experience with Apex coding for custom development.
• Proficiency in HTML and CSS for UI adjustments.
• Ability to design chat experiences that optimize support interactions.

Preferred Skills

• Experience with Service Cloud telephony integrations.

Key Skills

Education

Any Graduate