Salesforce Architect - Service Cloud/Contact Center

Role Expectations

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.

Qualifications

• 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.

Required Qualifications

• 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.