Salesforce Architect - Service Cloud / Contact Center

ConfidentialMumbai

30+ days ago

Job description

Salesforce Service Cloud and Contact Center :

Design and implement best-in-class Salesforce-based call center solutions.
Optimize customer and agent experiences, processes, workflows, and call handling best practices using Salesforce capabilities including :
Experience Cloud
Service Cloud
Service Voice
CPQ
BOTs
SMS
Online Sites
Order Management
Data Cloud
Einstein / Gen AI
Unified Knowledge
Ensure a seamless omnichannel and end-to-end optimal Contact Center customer and agent experience.

Leadership :

Lead and mentor a team of Salesforce practitioners.

Ensure adherence to best practices in Salesforce.

Solution Design :

Participate in and lead pre-sales meetings and sales opportunities.

Establish scalable solutions aligned with client needs, estimate levels of effort, and prepare proposals.

Present proposals and solutions to clients.

Lead, participate in, and facilitate customer requirements definition and solution design workshops.

Prepare detailed solutions and blueprints.

Gather and map business requirements to functional / technical requirements and identify features, gaps, and solutions (out-of-the-box, custom, and innovative).

Project Delivery :

Oversee and lead the design, build, and run of Salesforce solutions.

Assess and make recommendations on business processes, design, building, testing, and running project solutions.

Understand the technical depth of the project and validate the correct resources for the project.

Oversee demo development and work closely with users on user acceptance testing (UAT).

Work closely with clients to assess their architecture and architect solutions that meet their requirements.

Manage and complete configurations and customizations, security model, and user setup as needed.

Document and implement configurations, customizations, and data mapping requirements.

Manage and execute the process of gathering, documenting, and maintaining business / process workflows following standard processes.

Work with project teams and clients to communicate requirements, solutions, project progression, and provide functional and technical expertise.

Work on integrating Salesforce with other systems, data mapping, using APIs and middleware.

Leverage 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 : Experience :

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 (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).

Education :

Minimum bachelor's degree in Computer Science, Information Technology, or a related field.

Salesforce Certifications :

Salesforce 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 the 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.

Skills Required

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

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