Salesforce Solution Architect, Service Cloud Voice
NeuraFlash is looking for a talented Solution Architect to join our growing Service Cloud Voice practice! You'll bring Salesforce project implementations to life by working with our customers to understand their business, identify their requirements, and design, develop, QA, and launch their solutions. We are building a best-in-class team and this role will have the opportunity to make significant contributions working with the rest of our talented team, exciting customers, and partnering closely with our Salesforce and AI Teams!
YOU'LL HAVE THE OPPORTUNITY TO:
Facilitate business process reviews to identify customer requirements and processes
Translate customer requirements into contact center design, leveraging best practices and minimizing the need for custom development
Configure Salesforce Service Cloud Voice and Amazon Connect solutions
Develop technical requirements and specifications for customers and the technical delivery team
Drive best practice contact center design into each and every aspect of solution delivery
Effectively manage aspects of projects and customer communications
Deliver customer end user training and documentation
Oversee and be accountable for the successful completion of all aspects of assigned projects
Exercise independent judgment, and take the lead role on enterprise level projects with minimal direction from senior management
Lead vision and strategy discussions with contact center and customer service leadership and management
Architect and build best-in-class implementations of Service Cloud
Configure Salesforce Solutions using point-and-click tools available on the platform (e.g., Process Builder and Visual Flows)
Understand and leverage Salesforce Platform to implement scalable solutions
Partner with our Artificial Intelligence team to create innovative Salesforce solutions for our customers
Acquire new technical expertise and understanding of latest Salesforce features and major launches
Understanding of contact center routing strategies in Salesforce and Amazon Connect
REQUIRED QUALIFICATIONS:
3-5+ years project experience in a hands-on position
3+ years of experience with Salesforce in a development or configuration capacity
Understanding of customer service and contact center operations with experience solving Complex Use Cases
Solid understanding of Salesforce Platform and its architecture
Experience building Custom Applications, Lightning Experience, Visual Flows, and Process Builders within Salesforce
Understanding of Release Management, Application Lifecycle Management, Development Lifecycle, and Deployment Best Practices and Governance
Client facing experience in the following areas: Pre-Sales Activities, Project Management/Ownership, Discovery and Design, Delivering Solution Options to Customers, and Enterprise Application Architecture
PREFERRED SKILLS:
Any Salesforce Certifications are a plus, preferably Salesforce Service Cloud, Experience Cloud, or Sales Cloud
Detail-oriented and a strong team player with great communication skills
Keep an open mind and must be flexible to change
NICE TO HAVES:
Contact Center architecture knowledge
Working knowledge of voip communication protocols like SIP, WebRTC
Experience building contact centers based on Amazon Connect Contact Center solution
Experience with Workforce Management solutions
Experience working with outbound dialers, campaign management