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Contact Center Developer/Salesforce

  • Central Location, Indianapolis, Indiana, United States, 46032

Go Put the World on Vacation

 

At Travel + Leisure Co. our goal is simple: to put the world on vacation. We’re the world’s leading membership and travel company, with a portfolio of nearly 20 resort, travel club, and lifestyle travel brands. Our global team of associates brings hospitality to millions, turning vacation inspiration into exceptional travel experiences through our products and services: Wyndham Destinations, the largest vacation ownership company with 230 vacation club resort locations across the globe; Panorama, the world’s foremost membership travel business that includes RCI, the largest vacation exchange company, along with industry-leading travel technology, and membership travel brands; and Travel + Leisure Group, offering travel products and services all inspired by top online and print travel content, including travel booking platform BookTandL.com, subscription travel clubs and branded consumer products.

Contact Center Developer/Salesforce wanted by RCI, LLC in Carmel, IN. New Development:  Gather and document business requirements and transform them into detailed design documents; design and create reports and dashboards; design and implement processes such as workflow rules, data validations, triggers, and data customization to deliver solutions of varying complexity to meet the needs of the business leveraging Contact Center technologies. Perform unit testing and coordinate UAT testing for production changes to Contact Center technologies. Communicate updates or changes to key stakeholders and leadership as needed. Coordinate rollouts of new development with IT and Business Leads. Support: Manage support tickets and issues, work with IT to resolve data issues, work with other Business Admins and/or Developers to resolve issues, and work with regional administrators to resolve issues related to global deployment. Troubleshoot Contact Center technologies to determine root cause of issues and implement update to resolve the issue. Perform unit testing and coordinate UAT testing for production changes to Contact Center technologies. Create and/or maintain key project documentation (e.g. project plans, business requirement documents, and detailed design documents). Communicate issues and updates or changes to key stakeholders and leadership as needed. Analytics: Support the effort to develop robust contact center analytics and analysis to aid the contact center business leaders to drive results from an efficiency and effectiveness perspective; devise plans and managing the execution of initiatives to employ standardized contact center analytics across global contact centers. Develop technical roadmaps for the global contact center organization; create and manage deployment plans for key contact center technologies across RCI global contact center locations; identify and leverage technical best practices employed within the global contact centers; research and recommend external best practice technologies for possible purchase and deployment within contact centers; leverage relationships with other Wyndham contact center technologies to benefit RCI Contact centers. Must have a Bachelor’s degree in Computer Science, Industrial Design or related field plus 5 years of progressive development and/or application administration experience in a structured environment; 3 years of experience administering Enterprise Call Center applications (any one or a combination of Aspect, Avaya, Siebel, Genesys, NICE Systems, Five9, Noble Systems, Talkdesk, or HP Qfiniti); 2 years of experience with Salesforce Service Cloud and Force.com features including Chat, Case Management, Email-to-Case, Web-to-Case, Telephony Integration, Flows, User Management, Custom objects, VisualForce, APEX and Process Automation; 1 year experience working with DevOps, Change Management and Agile tools; 1 year experience working with Enterprise ETL tools to import/export/update data in Call Center applications; Salesforce Administrator, Platform App Builder and Service Cloud Consultant Certifications required; and proficiency with Microsoft Office Suite (including Visio).

Email resume to mycareer@wyn.com and reference Job Req #: R-18760 and R-18761.

A World of Inclusion

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-18760

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