Salesforce Solution Architect, Service Cloud

2 months ago

Remote, CanadaMid Level

Responsibilities

Facilitate business process reviews to identify customer requirements and processes.
Translate customer requirements into Salesforce solution designs using best practices and minimizing custom development.
Configure Salesforce Service Cloud solutions using declarative configuration.
Develop technical requirements and specifications for customers and technical delivery teams.
Apply best-practice UX design throughout solution delivery.
Manage projects and customer communications across the implementation lifecycle.
Deliver customer end-user training and documentation.
Oversee and remain accountable for the successful completion of assigned projects.
Lead enterprise-level projects and vision and strategy discussions with contact center and customer service leadership.
Partner with the Artificial Intelligence team to create innovative Salesforce solutions.
Lead Salesforce deployments, release management, multi-environment management, legacy-system integrations, and original code development.

At least 3 years of project experience in hands-on technical consulting and project management.
At least 2 years of Salesforce project delivery experience.
Deep understanding of Salesforce administration, including Service Cloud and Sales Cloud.
Expertise designing and creating Service Cloud solutions through Salesforce declarative configuration.
Experience leading enterprise Service Cloud projects, including ground-up Service Cloud and Sales Cloud deployments.
Experience documenting requirements for technical resources and understanding solutions involving Apex, Visualforce, and web services.
Experience owning the end-to-end software and systems development lifecycle, structured code management, and project management processes.
Ability to manage multiple projects, deliverables, and deadlines simultaneously.
Experience with Experience Cloud and CRM Analytics is highly preferred.
Current Salesforce certifications are preferred, including Admin or Advanced Admin, Sales or Service Cloud, CPQ, Field Service, Platform Developer 1 or 2, or App Builder; multiple certifications are preferred.
Bachelor's degree in Computer Science, Engineering, or a similar technical field, or equivalent experience.
Strong ability to assess business-process improvements using Salesforce and build customer credibility.

Remote work or work from the Massachusetts headquarters and regional hubs is available.
Certain roles may require anticipated travel of up to 25%.
Flexible work practices support personal and family needs.
Collaborative culture with opportunities to provide feedback through town halls and company meetings.
Team celebrations and social activities are offered.

501-1,000 employees