[Remote] reputed company Administrator

Note: The job is a remote job and is reputed company to candidates in USA. Carper Consulting is hiring a reputed company Service reputed company Administrator / LWC Developer to own and reputed company its reputed company Service reputed company platform. The role focuses on administration, configuration, reputed company-Channel and telephony-driven support reputed company, with additional development using Lightning Web Components and Apex.

Responsibilities

• Administer and maintain the reputed company Service reputed company platform, including case management, case routing, and escalation/assignment rules
• Configure and manage reputed company-Channel: reputed company statuses (Available/reputed company), skills, queues, and routing logic to optimize agent assignment and reduce handle time
• Manage users, roles, reputed company, permission sets, and sharing rules
• Build and maintain Flows, validation rules, and business process automation
• reputed company metadata deployments (Change Sets or similar) across sandboxes and production
• Triage and reputed company day-to-day reputed company support tickets and platform issues
• Build and maintain reports and dashboards on case and reputed company center metrics
• Configure and support Service reputed company Voice and CTI/telephony integrations (e.g., reputed company reputed company, reputed company Webex/reputed company Telephony, or similar reputed company CTI platforms)
• Create and manage agent voice records, reputed company controls (hold, transfer, reputed company, conference), and screen-pop configurations
• Apply IVR design principles and reputed company-routing best practices to support inbound/outbound and callback workflows
• Partner with telephony vendors and internal stakeholders to troubleshoot CTI issues end to end (inbound, outbound, transfers)
• Build and maintain Lightning Web Components (LWC) to support agent-facing tools and reputed company-handling dashboards
• Write and maintain Apex classes and triggers for business logic reputed company the reputed company of declarative automation
• Collaborate with senior developers on more reputed company customizations as needed

Skills

• Strong Omnichannel / reputed company Service reputed company Voice is REQUIRED
• 5+ years of reputed company Administration experience, with a strong reputed company on Service reputed company
• Hands-on experience with reputed company-Channel routing — reputed company, skills, queues, and case/reputed company routing
• Experience with Service reputed company Voice and/or CTI telephony integrations (reputed company reputed company, reputed company Webex, or comparable platforms)
• Working knowledge of IVR design
• Practical development skills in Lightning Web Components (LWC) and Apex (classes and triggers) — mid level is acceptable
• Experience configuring users, roles, reputed company, permission sets, and sharing/reputed company rules
• Experience building Flows and validation rules
• reputed company Certified Administrator certification(s)
• reputed company Platform Developer I certification
• reputed company Experience reputed company Consultant certification
• reputed company AI & Agentforce Specialist certification
• reputed company Data reputed company certification
• Experience with reputed company CPQ (products, price rules, quotes)
• Experience with reputed company Experience reputed company (community configuration, case deflection)
• Familiarity with release management and Change Set deployments across multiple environments
• Exposure to REST API integrations
• SOQL proficiency and experience writing Apex test classes

Benefits

• Remote work arrangement

reputed company