Salesforce Service Cloud and Contact Center:
- Design and implement best-in-class Salesforce-based call center solutions.
- Optimize customer and agent experiences, processes, workflows, and call handling best practices using Salesforce capabilities including:
- Experience Cloud
- Service Cloud
- Service Voice
- CPQ
- BOTs
- SMS
- Online Sites
- Order Management
- Data Cloud
- Einstein/Gen AI
- Unified Knowledge
- Ensure a seamless omnichannel and end-to-end optimal Contact Center customer and agent experience.
Leadership:
- Lead and mentor a team of Salesforce practitioners.
- Ensure adherence to best practices in Salesforce.
Solution Design:
- Participate in and lead pre-sales meetings and sales opportunities.
- Establish scalable solutions aligned with client needs, estimate levels of effort, and prepare proposals.
- Present proposals and solutions to clients.
- Lead, participate in, and facilitate customer requirements definition and solution design workshops.
- Prepare detailed solutions and blueprints.
- Gather and map business requirements to functional/technical requirements and identify features, gaps, and solutions (out-of-the-box, custom, and innovative).
Project Delivery:
- Oversee and lead the design, build, and run of Salesforce solutions.
- Assess and make recommendations on business processes, design, building, testing, and running project solutions.
- Understand the technical depth of the project and validate the correct resources for the project.
- Oversee demo development and work closely with users on user acceptance testing (UAT).
- Work closely with clients to assess their architecture and architect solutions that meet their requirements.
- Manage and complete configurations and customizations, security model, and user setup as needed.
- Document and implement configurations, customizations, and data mapping requirements.
- Manage and execute the process of gathering, documenting, and maintaining business/process workflows following standard processes.
- Work with project teams and clients to communicate requirements, solutions, project progression, and provide functional and technical expertise.
- Work on integrating Salesforce with other systems, data mapping, using APIs and middleware.
- Leverage 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:
Experience:
- 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 (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).
Education:
- Minimum bachelor's degree in Computer Science, Information Technology, or a related field.
Salesforce Certifications:
- Salesforce 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 the 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.
Skills Required
Salesforce, Service Cloud, Contact Center, Architect, Agile, Scrum