Salesforce Technical Architect

About the Company

About the Role

Responsibilities

• Lead and participate in the end-to-end implementation of Salesforce solutions, with a focus on Service Cloud. Collaborate with cross-functional teams to design, develop, and deploy high-quality solutions tailored to meet client requirements.
• Work closely with stakeholders to gather, analyze, and document detailed requirements. Utilize your extensive experience to translate business needs into technical specifications, ensuring alignment with Salesforce best practices.
• Demonstrate a deep understanding of Service Cloud functionalities, including case management, knowledge base, omni-channel support, and service automation. Leverage your expertise to optimize Service Cloud configurations for complex business processes.
• Apply your extensive knowledge of Help Desk systems to design and implement seamless integrations with Salesforce Service Cloud. Ensure a smooth transition and enhanced user experience for help desk operations.
• Collaborate effectively with development teams, administrators, and business analysts to drive successful Salesforce implementations. Provide technical guidance and mentorship to junior team members.
• Conduct thorough testing and validation of Salesforce solutions to guarantee functionality, performance, and security. Address and resolve any issues promptly to deliver high-quality, error-free implementations.
• Create comprehensive technical documentation, including solution design documents, process flow diagrams, and system configurations. Maintain accurate records of customizations and integrations for future reference.
• Eagerness to contribute to overall team expertise and project success.
• Practical exposure to Agile methodology, writing user stories, managing scrum calls, prioritizing backlog, and similar tasks.

Qualifications

• Bachelor's degree in computer science, Information Technology, or related field.
• Minimum of 5 years of hands-on experience in Salesforce implementations, specifically in Service Cloud.

Required Skills

• Hands-on experience with:
• Omni Channel
• Case Management
• Entitlement Management
• Knowledge Management
• Service Console
• CTI / Service Cloud Voice / Amazon Connect
• Customer Portal
• Help Portal / Knowledge Portal
• Strong expertise in large-scale Help Desk implementations and related technologies.
• Proven experience in gathering and translating complex business requirements into technical solutions.
• Salesforce certifications (e.g., Certified Application Architect, Certified System Architect) preferred.
• Exceptional problem-solving skills and ability to work in a fast-paced environment.
• Excellent interpersonal and communication skills, with a keen attention to detail.

Preferred Skills

• Experience of designing high volume customer portal.
• Experience or knowledge of other middleware platforms / integration tools.
• Experience of working and engaging with customers in Europe, Middle East and India regions.
• Experience in Service Cloud Voice / Integration preferred.
• Highly aware of industry trends and latest developments on CRM / integration solution.