Role Expectations

Salesforce Service Cloud and Contact Center

Design and implement best-in-class Salesforce-based call center solutions
Optimize customer and agent experiences, workflows, and omnichannel processes using Salesforce tools such as Experience Cloud, Service Cloud, Voice, CPQ, BOTs, SMS, Online Sites, Order Management, Data Cloud, Einstein/Gen AI, and Unified Knowledge
Ensure seamless omnichannel, end-to-end customer and agent experience across the contact center

Leadership

Solution Design

Participate in pre-sales meetings and sales opportunities
Create scalable and client-aligned solutions, estimate effort, and present proposals
Lead requirements definition and solution design workshops
Map business requirements to functional/technical solutions using out-of-the-box and custom Salesforce features
Prepare solution blueprints and gap analysis

Project Delivery

Industry Knowledge

Continuous Improvement and Innovation

Keep up with Salesforce releases and recommend upgrades or enhancements
Innovate and implement improvements for new and existing Salesforce environments
Deliver user training and ongoing client/team support

Documentation

Qualifications

Education

Salesforce Certifications

Soft Skills

Salesforce Architect - Service Cloud/Contact Center