Salesforce Architect

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.