Salesforce Solution Architect, ITSM

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Deliver industry-leading practices and act as a reliable advisor to clients.

• Conduct reviews of business processes to determine customer needs and workflows.

• Convert customer requirements into Salesforce designs, adhering to best practices while reducing custom development.

• Utilize Salesforce ITSM, Experience Cloud, and Service Cloud technologies effectively.

• Create technical requirements and specifications for both customers and the technical delivery team.

• Ensure best-practice user experience design is maintained throughout the solution delivery process.

• Oversee project management and customer communications.

• Provide training for end-users and create necessary documentation.

• Ensure the successful completion of designated projects.

• Lead enterprise-level projects with minimal guidance from senior management.

• Steer vision and strategy discussions with leadership in contact centers and customer service.

• Collaborate with the Artificial Intelligence team to develop innovative Salesforce solutions.

⛳️ Requirements

• Over 5 years of experience in project delivery using Salesforce, particularly Service Cloud and Experience Cloud.

• At least 2 years of project delivery experience with Salesforce, focusing on Data Cloud and Agentforce.

• More than 3 years of experience leading and implementing other ITSM platforms, including ServiceNow.

• Knowledge of ITSM/ITIL methodologies.

• Proficient in designing and developing Service Cloud solutions utilizing Salesforce declarative configuration.

• Capability to document requirements for technical teams and comprehend technical solutions using Apex, VisualForce, Lightning Web Components, and Web Services.

• Experience in leading multiple Salesforce project deployments, encompassing release management, multi-environment oversight, legacy-system integration via Salesforce APIs, and original code development.

• Professional experience managing the complete Software/Systems Development Lifecycle (SDLC), including structured code management, project management skills, and process methodologies.

• Experience in leading Enterprise Service Cloud projects, including comprehensive Service and Sales Cloud deployments.

• Ability to oversee multiple projects, deliverables, and deadlines concurrently.

• Preferred: expertise in providing solution architecture for Salesforce Experience Cloud.

• Preferred: Salesforce certifications in Service Cloud and Experience Cloud.

• Preferred: ability to evaluate business process enhancements using Salesforce.

• Preferred: capability to cultivate client relationships and work collaboratively within cross-functional teams.

• A B.S. in Computer Science, Engineering, or a related technical degree, or equivalent experience is preferred.

🏝️ Benefits

• Options for remote and in-person work.

• A flexible work culture and hours.

• Opportunities for travel, with an anticipated commitment of up to 25% for certain positions.

• Participation in company town halls and meetings.

• Team celebrations and events.