Salesforce Solution Architect, Service Cloud Voice

2 months ago

Remote, United StatesMid Level / Senior

Base Salary

$87k - $266k/yr

Responsibilities

Facilitate business process reviews and identify customer requirements and processes.
Translate customer requirements into best-practice contact-center designs.
Configure Salesforce Service Cloud Voice and Amazon Connect solutions.
Develop technical requirements and specifications for customers and delivery teams.
Manage project activities, customer communications, and successful completion of assigned projects.
Lead vision, strategy, and enterprise-level architecture discussions with customer-service and contact-center leaders.
Architect and build Salesforce Service Cloud implementations using platform configuration tools.
Configure Salesforce solutions with Process Builder and Visual Flows.
Deliver customer training and documentation.
Partner with the Artificial Intelligence team on innovative Salesforce solutions.
Understand and apply contact-center routing strategies in Salesforce and Amazon Connect.

3–5+ years of hands-on project experience.
3+ years of Salesforce development or configuration experience.
Understanding of customer service and contact-center operations, including complex use cases.
Strong understanding of the Salesforce Platform and its architecture.
Experience building custom applications, Lightning Experience, Visual Flows, and Process Builder solutions in Salesforce.
Understanding of release management, application lifecycle management, development lifecycle, deployment best practices, and governance.
Client-facing experience with pre-sales, project ownership, discovery and design, solution options, and enterprise application architecture.
Salesforce certifications are preferred, especially Service Cloud, Experience Cloud, or Sales Cloud.
Contact-center architecture knowledge and Amazon Connect experience are preferred.
Working knowledge of SIP or WebRTC, workforce management solutions, outbound dialers, or campaign management is a plus.
Strong communication, flexibility, attention to detail, and teamwork.

Remote or in-person work options are available through the Massachusetts headquarters, regional hubs, and remote work arrangements.
Certain roles may require up to 25% travel.
Flexible scheduling and a trust-based work culture are offered.
Employees have opportunities for collaboration through town halls and company meetings.
The company provides team celebrations and social activities.

501-1,000 employees