TE - 06 - Vonage Telephony Implementation Specialist

We are looking for an experienced Vonage Telephony Implementation Specialist to lead the configuration and integration of the Vonage telephony platform.

The ideal candidate will have expertise in setting up call flows, call forwarding, and ensuring seamless interaction with Salesforce.

This role requires strong technical skills in telephony system configuration, data integration, and call routing based on agent presence and skills

Key Responsibilities

• Configure and implement the Vonage telephony platform according to business needs.

• Design and optimize call flows, call forwarding, and IVR configurations to ensure smooth customer interactions.

• Integrate Vonage with Salesforce, enabling real-time data dips, retrieving agent presence, skills, and ensuring intelligent call routing.

• Set up call routing mechanisms to assign calls to the most appropriate agents based on skills and availability.

• Collaborate with internal stakeholders to gather requirements and optimize the telephony user experience.

• Monitor and troubleshoot any technical issues, ensuring system reliability and performance.

• Provide documentation and training for internal teams on Vonage configuration and best practices.

Key Requirements

• Proven experience in configuring and implementing Vonage telephony solutions.

• Strong understanding of call flow design, IVR setup, and call routing mechanisms.

• Experience integrating Vonage with CRM platforms (preferably Salesforce), including data dips and real-time agent status retrieval.

• Ability to troubleshoot and resolve telephony-related issues efficiently.

• Familiarity with APIs, webhooks, or scripting for automation is a plus.

• Excellent problem-solving skills and the ability to work independently.

• Strong communication and collaboration skills to liaise with technical and non-technical stakeholders.

Preferred Qualifications

• Experience in contact center telephony solutions and best practices.

• Knowledge of Salesforce telephony integrations (e.g., Open CTI, Service Cloud Voice).

• Familiarity with VoIP, SIP, and cloud-based telephony systems.