Salesforce Architect - Service Cloud / Contact Center

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.