Salesforce Service Cloud Voice / CTI Technical Lead

Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with 20 years of experience in the use of Technology applied to Marketing and providing a unique Customer Relationship with mainly focus on Innovation is looking for a Salesforce Service Cloud Voice Technical Lead. MAIN TASKS: Leadership of CTI integrations and associated software in the different CRM implementations. Supporting the sales team in opportunities requiring CTI integration, Contact Centrer solutions, Voice and Multichannel solutions. Collaborate with the Innovation area in the CTI and Voice and Multichannel expertise, evaluating alternatives, proofs of concept or new technologies related to voice in the CRM environment. You will be progressively entering the Salesforce environment, with the objective to lead projects and support services related to Contact Center and Customer Services. Coordinate and follow-up the integrations development team (REST, SOAP, API ) Participation in analysis, documentation, tests and support tasks according to the needs of each project/client. Act as an internal and external consultant in CTI environments Be the point of contact with CTI vendors that need to be incorporated into a CRM project. You will be able to work with different environments / technologies (such as Google, AWS or Microsoft) a high percentage of the assignments will be oriented towards Salesforce based application implementation, maintenance and development tasks. REQUIRED EXPERIENCE Minimum of 3 years experience in a similar role. 5 years of experience in projects/maintenance of CTI solutions. Experience in Salesforce Service Cloud Voice and Genesys. High level of English What do we offer Permanent contract. Flexible Schedule. We make it easy. Balance your professional and personal life. Certifications plan. Improve your skills and get the official certificate from our main partners. Home Office. You decide and we support you. Flexible retribution (public transport ticket, Ticket restaurtant, …). Health insurance. OMEGA in action. Our commitment to a better society is not just an intention Professional development: Evolve, grow and get where you want to go. About us About us Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data – all enhanced by AI. Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end-to-end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact. With over 23 years of experience, a team of 580 professionals from 24 nationalities, and 2,500 certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain. We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non-Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics. Client satisfaction is at our core (rating: 4.9/5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia). At Omega CRM, we believe in growth through people – guided by our values: Talent, Flexibility, Commitment, and Innovation. We grow Together.

Location: España, ES

Posted Date: 8/1/2025