Salesforce Solution Architect, Service Cloud Voice

This is a fully remote position, open to applicants in California, +9 more states.

📋 Description

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

• Convert customer needs into contact center designs, utilizing industry best practices while minimizing custom development requirements.

• Set up Salesforce Service Cloud Voice and Amazon Connect solutions.

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

• Champion best practice contact center design in all aspects of solution delivery.

• Efficiently oversee project components and maintain customer communication.

• Provide end-user training and documentation for customers.

• Supervise and ensure the successful execution of all tasks related to assigned projects.

• Use independent judgment to lead enterprise-level projects with minimal oversight from senior management.

• Facilitate vision and strategy discussions with contact center and customer service leadership.

• Design and implement top-tier Service Cloud solutions.

• Utilize point-and-click tools available on the Salesforce platform (e.g., Process Builder and Visual Flows) to configure Salesforce Solutions.

• Comprehend and utilize the Salesforce Platform to create scalable solutions.

• Collaborate with our Artificial Intelligence team to develop innovative Salesforce solutions for clients.

• Stay updated on new technical knowledge, including the latest Salesforce features and significant launches.

• Possess knowledge of contact center routing strategies within Salesforce and Amazon Connect.

⛳️ Requirements

• 3-5+ years of project experience in a hands-on role.

• 3+ years of experience working with Salesforce in either a development or configuration role.

• Familiarity with customer service and contact center operations, with experience in addressing complex use cases.

• Strong understanding of the Salesforce Platform and its architecture.

• Experience creating Custom Applications, utilizing Lightning Experience, Visual Flows, and Process Builders within Salesforce.

• Knowledge of Release Management, Application Lifecycle Management, Development Lifecycle, and Deployment Best Practices and Governance.

• Client-facing experience in areas such as Pre-Sales Activities, Project Management/Ownership, Discovery and Design, Delivering Solution Options to Customers, and Enterprise Application Architecture.

🏝️ Benefits

• Options for remote and in-person work.

• Travel commitment of up to 25%.

• Flexible working hours.

• A culture built on trust and understanding.

• A collaborative working environment.