Salesforce Service Cloud and Contact Center:

Designs and implements best-in-class Salesforce-based call center solutions.
Optimizes customer and agent experiences, processes, workflows, and online and call handling best practices using Salesforce capabilities, including Experience Cloud, Service Cloud, Service Voice, CPQ, BOTs, SMS, On-line Sites and Order Management, Data Cloud, Einstein/Gen AI, Unified Knowledge.
Ensures a seamless omnichannel and end-to-end optimal Contact Center customer and agent experience.

Leadership:

Leads and mentors a team of Salesforce practitioners.
Ensures adherence to best practices in Salesforce development and implementation.

Solution Design:

Participates in and leads pre-sales meetings and sales opportunities.
Establishes scalable solutions aligned with client needs, estimates level of effort, and prepares compelling proposals.
Presents proposals and solutions to clients with confidence and clarity.
Leads, participates in, and facilitates customer requirements definition and robust solution design workshops.
Prepares detailed solution blueprints and architectural documentation.
Gathers and maps complex business requirements to functional/technical specifications, identifying features, gaps, and proposing optimal solutions (out-of-the-box, custom, and innovative).

Project Delivery:

Oversees and leads the design, build, and run phases of Salesforce Solutions.
Assesses and makes strategic recommendations on business processes, design, building, testing, and running project solutions.
Understands the technical depth of the project and validates the allocation of correct resources for the project.
Oversees demo development and works closely with users on user acceptance testing (UAT).
Works closely with clients to assess their existing architecture and architects solutions that precisely meet their requirements.
Manages and completes configurations and customizations, security model design, and user setup as needed.
Documents and implements configurations, customizations, and data mapping requirements for the engagements.
Manages and executes the process of gathering, documenting, and maintaining business/process workflows following standard processes and procedures (business process reviews).
Works with project teams and clients to fully communicate requirements, solutions, project progression, and provides expert functional and technical guidance.
Works on integrating Salesforce with other systems, performing data mapping, and utilizing APIs and middleware effectively.
Leverages Salesforce Einstein/Gen AI-driven insights and automation to enhance solutions.

Industry Knowledge:

Applies industry-specific knowledge to develop tailored Salesforce solutions.
Stays informed about industry trends and strategically leverages Salesforce Industry Cloud solutions.
Customizes Salesforce to meet regulatory and compliance requirements specific to various industries.

Continuous Improvement and Innovation:

Stays updated with the latest Salesforce features and releases.
Recommends and implements continuous improvements for existing and new Salesforce environments.
Creates innovative solutions that push the boundaries of Salesforce capabilities.
Provides comprehensive training and support to end-users, clients, and project teams.

Documentation:

Creates and maintains comprehensive documentation for all solution designs and implementations.
Ensures thorough knowledge transfer and documentation for future reference and scalability.

A proven Salesforce professional with multiple full lifecycle Salesforce implementations.
Expertise in Service Cloud contact center experience is a must-have.
Strong knowledge of Salesforce and its integration capabilities with other systems.
Industry-specific experience in sectors such as finance, healthcare, retail, technology, and other major sectors.
Experience with Salesforce Einstein and AI-driven solutions is a significant plus.

Education:

Minimum Bachelor's degree in Computer Science, Information Technology, or a related field.

Salesforce Certifications:

Administrator (Mandatory)
Service Cloud (Mandatory)
Experience Cloud, a plus.
Data Cloud, a plus.
Contact Center, Architect Level, and other relevant Salesforce Certifications, a plus.

Soft Skills:

Proven leadership skills, with the ability to mentor and guide clients and team members.
Excellent problem-solving and analytical skills.
Exceptional communication and interpersonal skills.
A strong team player with the ability to work collaboratively in a team environment.
Meticulous attention to detail and a steadfast commitment to delivering high-quality solutions.
Experience in Agile or Scrum methodologies.

Senior Regulatory Affairs Manager

IT head - MNC Travel Technology Company