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Salesforce Architect - Service Cloud / Contact Center

Salesforce Architect - Service Cloud / Contact Center

ConfidentialAhmedabad
30+ days ago
Job description

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.

    • Skills Required

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

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    Salesforce Architect • Ahmedabad

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