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Salesforce Architect - Service Cloud / Contact Center

Salesforce Architect - Service Cloud / Contact Center

ConfidentialJaipur
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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