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 on-line 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.
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 proposals.
- Presents proposals and solutions to clients.
- Leads, participates in, and facilitates customer requirements definition and solution design workshops.
- Prepare detailed solutions and blueprints.
- Gathers and maps business requirements to functional/technical requirements and identifies features, gaps, and solutions out-of-the-box, custom, and creates innovative solutions.
Project Delivery :
- Oversees and leads the design, build and run of Salesforce Solutions.
- Assesses and makes recommendations on business process, design, building, testing, and run of project solutions.
- Understands the technical depth of the project and validates the correct resources for the project.
- Oversees demos development and works closely with users on user acceptance testing.
- Works closely with clients to assess their architecture, and architects' solutions that meet their requirements.
- Manages and completes configurations and customizations, security model, 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 functional and technical expertise.
- Works on integrating Salesforce with other systems, data mapping, using APIs and middleware.
- Leverages 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 :
- A 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 is a 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.
Required Qualifications :
Education :
- Minimum bachelors degree in computer science, Information Technology, or related field.
Salesforce Certifications :
- 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 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.
