Salesforce Solution Architect, ITSM
NeuraFlash, Part of Accenture5 hours ago
Remote, CanadaSenior
Responsibilities
- Advise clients on industry best practices and facilitate business process reviews.
- Translate customer requirements into Salesforce solution designs that minimize custom development.
- Design and deliver Salesforce ITSM, Service Cloud, Experience Cloud, Data Cloud, and Agentforce solutions.
- Develop technical requirements and specifications for customers and technical delivery teams.
- Lead UX design, enterprise project delivery, release management, and multi-environment deployments.
- Manage projects, customer communications, deliverables, deadlines, training, and documentation.
- Lead vision and strategy discussions with contact center and customer service leadership.
- Partner with the Artificial Intelligence team to create Salesforce solutions.
- Oversee successful completion of assigned projects and lead enterprise-level initiatives with minimal direction.
Requirements
- At least 5 years of Salesforce project delivery experience with Service Cloud and Experience Cloud.
- At least 2 years of Salesforce project delivery experience with Data Cloud and Agentforce.
- At least 3 years of experience leading and implementing ITSM platforms, including ServiceNow.
- Background in ITSM and ITIL methodologies.
- Expertise designing Service Cloud solutions using Salesforce declarative configuration.
- Ability to document requirements and understand solutions involving Apex, Visualforce, Lightning Web Components, and Web Services.
- Experience leading Salesforce deployments, release and multi-environment management, legacy integrations through Salesforce APIs, and original code development.
- Experience owning the end-to-end Software Development Lifecycle and applying project management and process methodologies.
- Experience leading enterprise Service Cloud projects, including ground-up Service Cloud and Sales Cloud deployments.
- Ability to manage multiple projects, deliverables, and deadlines simultaneously.
- Preferred Salesforce Service Cloud and Experience Cloud certifications.
- Preferred ability to improve business processes using Salesforce and build strong client relationships.
- Bachelor of Science in Computer Science, Engineering, or a similar technical field, or equivalent experience, preferred.
Benefits
- Remote and in-person work options are available, including Massachusetts headquarters and regional hubs.
- Certain roles may require travel of up to 25%.
- Flexible scheduling and a culture focused on outcomes rather than fixed hours.
- Collaborative culture with employee feedback through town halls and company meetings.
- Team celebrations and social activities.
Tech Stack
Categories
Solutions Engineering
About NeuraFlash, Part of Accenture
NeuraFlash, part of Accenture, builds AI-powered customer engagement solutions and apps on Salesforce and AWS for enterprises, including contact centers and sales/service automation. The company provides consulting, implementations, and ISV products around Agentforce, Amazon Connect, Service/Revenue Cloud, CPQ, and Field Service. Founded in 2016 and headquartered in Burlington, Massachusetts, it operates as an Accenture-owned specialist focused on conversational AI, analytics, and workflow automation.