Salesforce Solution Architect, Service Cloud Voice

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

📋 Description

• Lead business process evaluations to determine customer needs and workflows.

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

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

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

• Integrate best practice contact center design into every facet of solution implementation.

• Manage project elements and customer communications effectively.

• Provide training and documentation for end users.

• Supervise and ensure the successful execution of all assigned project components.

• Use independent judgment to take the lead on enterprise-level projects with minimal guidance from senior management.

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

• Design and implement top-tier Service Cloud solutions.

• Configure Salesforce Solutions utilizing the platform's point-and-click tools (e.g., Process Builder and Visual Flows).

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

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

• Stay updated on new technical knowledge and the latest Salesforce features and major releases.

• 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 a development or configuration role.

• Knowledge of customer service and contact center operations, with experience addressing Complex Use Cases.

• Strong understanding of the Salesforce Platform and its architecture.

• Experience in building Custom Applications, Lightning Experience, Visual Flows, and Process Builders within Salesforce.

• Familiarity with 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, Providing 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 work environment.