MUST HAVE SALEFORCE SERVICE CLOUD AND CONTACT CENTER EXPERIENCE

As a Salesforce Technical Architect, you will be responsible for designing and implementing solutions that enhance the Salesforce platform to meet business needs - achieving customer and agent experiences that drive successful outcomes for our clients. End to end contact center expertise and experience are a must have. You will work closely with stakeholders to identify requirements, create detailed solutions designs, and lead scalable Salesforce projects. Your role will also involve mentoring, ensure Salesforce best practices, and staying updated with the latest Salesforce advancements. Responsible for the successful implementation, integration, configuration and customization of Salesforce Solutions from pre-sales, project initiation to full customer production roll-out and on-going support.

Key Responsibilities:

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 on-line 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.
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 proposals. Presents proposals and solutions to clients.
Leads, participates in, and facilitates customer requirements definition and solution design workshops. Prepare detailed solutions and blueprints.
Gathers and maps business requirements to functional/technical requirements and identifies features, gaps, and solutions out-of-the-box, custom, and creates innovative solutions.

Project Delivery:

Oversees and leads the design, build and run of Salesforce Solutions.
Assesses and makes recommendations on business process, design, building, testing, and run of project solutions.
Understands the technical depth of the project and validates the correct resources for the project.
Oversees demos development and works closely with users on user acceptance testing.
Works closely with clients to assess their architecture, and architect solutions that meet their requirements. Manages and completes configurations and customizations, security model, 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 functional and technical expertise.
Works on integrating Salesforce with other systems, data mapping, using APIs and middleware.
Leverages Salesforce Einstein/Gen AI-driven insights and automation.

Industry Knowledge:

Apply industry-specific knowledge to develop tailored Salesforce solutions.
Stay informed about industry trends and leverage Salesforce Industry Cloud solutions.
Customize Salesforce to meet regulatory and compliance requirements specific to the industry.
Continuous Improvement and Innovation:
Stay updated with the latest Salesforce features and releases.
Recommend and implement improvements for existing and new Salesforce environments.
Create innovative solutions.
Provide training and support to end-users, clients and project teams.

Documentation:

Create and maintain comprehensive documentation for all solution designs and implementations.
Ensure knowledge transfer and documentation for future reference.

Skills:

A proven Salesforce professional with multiple full lifecycle Salesforce implementations and at least 7+ years of experience working with Salesforce.
10+ years of experience in enterprise software applications.
Expert in Service Cloud - contact center experience is a must have.
Strong knowledge of Salesforce and integrations 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, a plus.
Required Qualifications:
Education:
Minimum bachelor s degree in computer science, Information Technology, or related field.
Salesforce Certifications:
Administrator
Service Cloud
Experience Cloud, a plus
Data Cloud, a plus
Contact Center, Architect Level and other Salesforce Certifications, a plus

Soft Skills:

Proven leadership skills.
Excellent problem-solving and analytical skills.
Excellent communication and interpersonal skills.
Team player with ability to work collaboratively in a team environment.
Leadership skills with the ability to mentor and guide clients and team members.
Attention to detail and commitment to delivering high-quality solutions.
Experience in Agile or Scrum methodologies.

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