Salesforce Architect
3 weeks ago
Job Description Role Expectations Salesforce Service Cloud and Contact Center - Design and implement best-in-class Salesforce-based call center solutions - Optimize customer and agent experiences, workflows, and omnichannel processes using Salesforce tools such as Experience Cloud, Service Cloud, Voice, CPQ, BOTs, SMS, Online Sites, Order Management, Data Cloud, Einstein/Gen AI, and Unified Knowledge - Ensure seamless omnichannel, end-to-end customer and agent experience across the contact center Leadership - Lead and mentor a team of Salesforce practitioners - Ensure alignment with Salesforce best practices and standards Solution Design - Participate in pre-sales meetings and sales opportunities - Create scalable and client-aligned solutions, estimate effort, and present proposals - Lead requirements definition and solution design workshops - Map business requirements to functional/technical solutions using out-of-the-box and custom Salesforce features - Prepare solution blueprints and gap analysis Project Delivery - Oversee the full lifecycle of Salesforce solution implementation - Guide business process design, system build, testing, and deployment - Validate technical depth and assign correct resources - Manage demos, UAT sessions, and ensure client satisfaction - Architect scalable, secure, and performance-driven solutions - Handle configurations, customizations, security models, and user setup - Manage documentation of data mapping, workflows, and process improvements - Lead Salesforce integration with external systems using APIs and middleware - Utilize Einstein/Gen AI for insights and automation Industry Knowledge - Apply domain-specific expertise to build industry-relevant Salesforce solutions - Customize Salesforce to meet sectoral regulations and compliance needs - Stay informed on industry trends and leverage Salesforce Industry Cloud Continuous Improvement and Innovation - Keep up with Salesforce releases and recommend upgrades or enhancements - Innovate and implement improvements for new and existing Salesforce environments - Deliver user training and ongoing client/team support Documentation - Maintain detailed and updated documentation for solutions and implementations - Ensure proper knowledge transfer for long-term sustainability Qualifications - 7+ years of experience with Salesforce implementations - 10+ years in enterprise software application delivery - Expertise in Salesforce Service Cloud and contact center design - Strong integration knowledge across systems and middleware - Industry experience in finance, healthcare, retail, tech, or other sectors - Experience with Salesforce Einstein and Gen AI features (preferred) Education - Bachelor's degree in Computer Science, IT, or related field Salesforce Certifications - Salesforce Administrator (required) - Salesforce Service Cloud (required) - Experience Cloud (preferred) - Data Cloud (preferred) - Architect-level certifications for Contact Center (preferred) Soft Skills - Strong leadership and mentoring abilities - Excellent problem-solving and analytical thinking - Clear and effective communication and collaboration skills - Team-oriented mindset with attention to quality and detail - Experience working in Agile/Scrum environments
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