Salesforce Architect - Service Cloud/Contact Center

Salesforce Solution Design and Implementation

• Design and implement best-in-class Salesforce Service Cloud and Contact Center solutions
• Optimize agent and customer journeys using Salesforce features such as Experience Cloud, Service Cloud, Service Voice, CPQ, BOTs, SMS, Online Sites, Order Management, Data Cloud, Unified Knowledge, and Einstein/Gen AI
• Ensure seamless, omnichannel customer and agent experiences

Leadership and Team Management

• Lead and mentor a team of Salesforce practitioners
• Enforce adherence to Salesforce best practices across delivery
• Guide junior team members in technical and functional solutioning

Pre-Sales and Client Engagement

• Participate in pre-sales meetings and provide strategic input in sales opportunities
• Lead solution workshops and gather business requirements
• Prepare proposals, estimates, and present tailored Salesforce solutions to clients

Project Delivery and Execution

• Oversee design, build, and run phases of Salesforce projects
• Validate project resources based on technical and functional requirements
• Lead demos, UAT, and architecture assessments with clients
• Manage configurations, customizations, user setup, and data mapping
• Integrate Salesforce with other enterprise systems using APIs and middleware
• Leverage Einstein and Gen AI capabilities for intelligent automation

Industry Expertise

• Apply industry-specific knowledge to design tailored Salesforce solutions
• Ensure solutions align with industry compliance and regulatory requirements
• Stay informed on Salesforce Industry Cloud developments

Innovation and Continuous Improvement

• Monitor Salesforce updates and releases to suggest enhancements
• Drive innovation by designing creative, AI-driven, and scalable solutions
• Train end-users, clients, and project teams on implemented functionalities

Documentation and Knowledge Transfer

• Develop and maintain comprehensive documentation of solution designs and implementations
• Ensure knowledge transfer through clear documentation and client training

Qualifications:

Experience

• 7+ years of hands-on Salesforce experience with multiple full lifecycle implementations
• 10+ years of experience in enterprise software applications
• Proven expertise in Salesforce Service Cloud with strong contact center implementation experience
• Industry experience in sectors such as finance, healthcare, retail, or technology
• Familiarity with Salesforce Einstein, AI-driven insights, and automation

Education

• Bachelor's degree in Computer Science, Information Technology, or a related field