Senior Contact Center Operations Analyst

November 1

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In All Media

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SaaS • Enterprise • B2B

In All Media is a global community-driven service organization specializing in agile development services. The company focuses on developing digital solutions through a collaborative approach that leverages swarming intelligence and team dynamics. They are dedicated to aligning industry needs with the interests of their technical community members, who possess extensive experience in various domains such as UX/UI design, quality engineering, cloud computing, big data, Salesforce, and more. In All Media emphasizes a secure development environment and a strong collaborative spirit, striving for innovation and excellence in software production. Their model relies on pre-established teams with substantial past experience working together, ensuring efficient and effective delivery of customized development solutions.

1001 - 5000 employees

☁️ SaaS

🏢 Enterprise

🤝 B2B

📋 Description

• Monitor, identify, and triage technical issues within the production Salesforce Service Cloud Voice and Amazon Connect environments. • Categorize incidents by severity and business impact, ensuring timely escalation, coordination, and remediation. • Collaborate with business stakeholders to quantify the impact of issues and document clear remediation actions. • Maintain detailed logs of all incidents, including root causes, resolutions, and process improvements to enhance operational efficiency. • Participate in post-incident reviews, identifying preventive measures, and recommending automation opportunities. • Develop and recommend alerting and monitoring improvements to proactively minimize system downtime. • Contribute to building a comprehensive knowledge base and documentation for future troubleshooting and support. • Partner cross-functionally with infrastructure, development, and business teams to ensure overall service stability and performance.

🎯 Requirements

• 6+ years of combined experience in production support for Salesforce Service Cloud Voice and Amazon Connect applications. • Proficiency in the Salesforce Administration UI, specifically related to Service Cloud Voice functionalities. • Experience writing and executing Salesforce queries and reports to effectively identify and troubleshoot operational issues. • Proven ability to diagnose technical incidents, manage priorities, and coordinate effective escalations. • Experience in Agile and remote teams. • Fluent English for daily communication.

🏖️ Benefits

• 100% remote position for senior talent based in LATAM • Flexibility is expected for critical incident response and collaborative team meetings.