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Salesforce Service Cloud Solutions Architect

2 months ago

Orlando, Florida, United States Acunor Full time

Position Title: Salesforce Service Cloud Architect (with Omni-Channel)

Position Overview: The Salesforce Service Cloud Architect will play a pivotal role in the design, implementation, and enhancement of Salesforce Service Cloud solutions tailored to meet the strategic objectives of Acunor. This position demands a comprehensive understanding of Salesforce architecture, Service Cloud, and Sales Cloud, alongside proficiency in integrating Salesforce with diverse external systems. The ideal candidate will possess substantial experience in establishing and managing Service Cloud Voice and Omni-Channel functionalities.

Key Responsibilities:

Salesforce Architecture:

  • Architect and deploy scalable Salesforce solutions that align with organizational goals.
  • Create technical roadmaps and strategies to elevate Salesforce capabilities and ensure peak performance.

Service Cloud Deployment:

  • Oversee the implementation of Salesforce Service Cloud solutions, including the configuration and customization to fulfill specific business needs.
  • Enhance case management, knowledge bases, and service workflows within Service Cloud.

Sales Cloud Integration:

  • Facilitate the integration of Service Cloud with Salesforce Sales Cloud to guarantee seamless data interchange and cohesive customer service experiences.
  • Configure and oversee Sales Cloud features that bolster Service Cloud operations.

External Systems Integration:

  • Design and execute integrations between Salesforce and various external platforms, such as CTI and telephony systems (e.g., Genesys, Avaya), along with social media tools like Sprinklr.
  • Ensure efficient data exchange and communication between Salesforce and external systems.

Service Cloud Voice and Omni-Channel Management:

  • Establish and configure Service Cloud Voice, including integration with telephony systems and management of voice interactions.
  • Implement and oversee Omni-Channel features to enhance routing, workload management, and agent efficiency.

Collaboration and Technical Support:

  • Engage with business stakeholders to gather requirements and translate them into technical solutions.
  • Provide technical support and guidance to development teams and administrators.
  • Diagnose and resolve complex issues related to Salesforce Service Cloud and its integrations.

Essential Skills and Qualifications:

Demonstrated experience in designing and implementing Salesforce solutions with a profound understanding of Salesforce architecture.

Extensive expertise in Salesforce Service Cloud, encompassing configuration, customization, and optimization.

Strong knowledge of Salesforce Sales Cloud and its integration with Service Cloud.

Proficiency in integrating Salesforce with external systems, including CTI, telephony systems (e.g., Genesys, Avaya), and Sprinklr.

Familiarity with integration patterns and tools.

Proven experience in establishing and managing Service Cloud Voice and Omni-Channel functionalities.

Education and Experience:

  • Bachelor's degree in Computer Science, Information Technology, or a related discipline.
  • Over 10 years of experience in Salesforce architecture and implementation, with a focus on Service Cloud.
  • Documented success in Salesforce projects and integrations.

Preferred Certifications:

  • Salesforce Certified Service Cloud Architect (preferred).
  • Salesforce Certified Application Architect (preferred).
  • Other relevant Salesforce certifications (e.g., Salesforce Administrator, Salesforce Developer) are advantageous.