Salesforce Architect Service Cloud / Contact Center

Role

• 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 architects' 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.
• Qualifications. 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 integration 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 bachelors 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 :

Skills Required

Salesforce, Architect, Cloud, Contact Center, Agile, Scrum