Salesforce Architect - Service Cloud / Contact Center

Vayuz Technologies is seeking an experienced and visionary Salesforce Architect with a deep specialization in Service Cloud and Contact Center solutions. This pivotal role involves designing and implementing best-in-class Salesforce-based call center solutions, optimizing customer and agent experiences, and ensuring seamless omnichannel operations. You will lead solution design, guide project delivery, and apply industry-specific knowledge to create innovative and compliant Salesforce ecosystems.

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

Required Qualifications

Skills Required

Salesforce Administration, Leadership, Solution Designing, Continuous Improvement, Documentation, Service Cloud