Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry's digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

Xometry is currently seeking a Salesforce Cloud Voice & IVR Administrator to join our team who has the combination of both technical & project management skills. The ideal candidate should have a passion and technological vision to be able to craft a best-in-class call center, yet be able to roll up their sleeves and work hands-on in Salesforce Service Cloud, Amazon Connect, and IVR development (via Amazon Connect). The candidate will work with business stakeholders to come up with solutions to better improve the systems and process flows. Additionally, the candidate will have extensive experience working with technical teams on implementing solutions and providing best practices. The ideal candidate will have excellent communication skills and work collaboratively alongside technology teams and business stakeholders to accelerate the innovation of our global manufacturing marketplace.

WHAT YOU'LL DO:

• You will be the Salesforce Service Cloud Voice and IVR expert for the organization and use a combination of both technical & project management skills.
• You will roll up your 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.
• 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.
• Administer an IVR solution for Amazon Connect that includes managing roles. Users, and workflows.
• 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.
• Manage Service Cloud Voice configurations, Einstein Analytics and Insights, Knowledge Base
• 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.

Requirements:

• Minimum of 5 years of combined experience in Salesforce Omnichannel, with experience administering IVR's, Amazon Connect Administration and/ or Salesforce Service Cloud Voice.
• Deep knowledge of Amazon Connect/Salesforce Service Cloud Voice and Contact Center IVRs.
• A minimum of 3 years' experience in project management or professional services where you translated business requirements into technical requirements
• Strong understanding of Salesforce architecture, including but not limited to custom objects, assignment & validation rules, flow builder, roles, profiles, permission sets & security settings.
• Excellent communication skills & ability to translate technical requirements to business stakeholders.
• Must be a US citizen, green card holder, or a legal permanent resident of the United States

NICE TO HAVE (BONUS POINTS):

• Amazon Connect (ACAC) Certification, AWS Cert called AWS Cloud Practitioner or equivalent experience
• Salesforce Advanced Administrator Certification
• Experience with Salesforce knowledge and next best actions.
• Experience with Lightning Web Components, Integration API, Heroku

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Here at Xometry we believe in diversity, equity, inclusion and belonging. We are committed to welcoming, respecting, and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all.

Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.