Salesforce Lead Developer - Kana, Copilot (GC or USC)
About The Position
About the project: Looking to stand up a long-term team immediately to work alongside Salesforce experts completing the implementation to architect the solution, gain knowledge, and continue building after Salesforce's involvement ends. Salesforce will be replacing Kana with Salesforce, which brings desired capabilities and allows for future opportunities like integration into united.com and the mobile app, efficient workflow management, and AI capabilities. The Salesforce product being implemented is predominantly 'Agent Force,' a specific SKU, built on Service Cloud, and includes email and web interface channels About the team and goals: Key focus is transforming contact center case management using Salesforce. Currently, they use homegrown tools like "Copilot" and a basic case management platform called "Kana" from Verint, which they need to replace. The United Contact Center operates 24/7 across 14 countries, four continents, and serves 6,700 agents. The initial implementation is for 1,100 agents with the Kana replacement, but eventually, all 6,700 agents will use Salesforce.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
