Technical Solutions Architect

6 days ago


Chicago, Illinois, United States Specialty Company Full time

**Job Title:** Technical Solutions Architect

A Specialty Salesforce Consulting company is seeking a skilled Technical Solutions Architect to spearhead the design and implementation of advanced customer service solutions.

**Estimated Salary Range:** $120,000 - $180,000 per annum

Job Description:

We are looking for an experienced and dynamic Technical Solutions Architect to lead the development of scalable, secure, and innovative solutions that enhance customer experience and operational efficiency. The ideal candidate will have a strong background in Salesforce Service Cloud and Genesys Contact Center technologies, with a focus on creating seamless, integrated solutions for omnichannel customer support.

Key Responsibilities:

  1. Architect and deploy Salesforce Service Cloud solutions, leveraging tools such as Apex, Lightning Web Components (LWC), Flows, and other advanced Salesforce functionalities.
  2. Customize and optimize the Salesforce Service Console for omnichannel interactions.
  3. Enhance case management, knowledge bases, and automation workflows to streamline operations.

Integration with Genesys Contact Center:

  1. Design and implement seamless integrations between Salesforce Service Cloud and Genesys Contact Center platforms, including Genesys Cloud CX and Genesys Engage.
  2. Configure and manage CTI (Computer Telephony Integration) connectors within Salesforce.
  3. Optimize real-time data exchanges through APIs, middleware, and webhooks for enhanced performance.

Solution Design and Implementation:

  1. Lead all phases of the project lifecycle, including requirements analysis, technical design, solution implementation, and testing.
  2. Architect robust technical frameworks for integrating Salesforce and Genesys to support omnichannel customer engagement.
  3. Develop scalable solutions for call routing, IVR systems, and chatbot integration with Salesforce.
  4. Drive best practices in system performance, security, and scalability.

Testing, Optimization, and Support:

  1. Conduct rigorous testing, troubleshooting, and performance tuning of integrated systems.
  2. Serve as the go-to technical expert for resolving escalated issues related to Salesforce and Genesys.

Required Skills and Qualifications:

Salesforce Expertise:

  1. Proficient in Salesforce Service Cloud, including Apex, Lightning Web Components (LWC), Process Builder, and Flows.
  2. Strong understanding of Salesforce platform architecture, security, and governance.
  3. Extensive experience customizing and deploying the Salesforce Service Console and omnichannel support features.

Genesys Contact Center Proficiency:

  1. In-depth knowledge of Genesys platforms (e.g., Genesys Cloud CX, Genesys Engage) and CTI solutions.
  2. Expertise in IVR design, call routing strategies, and omnichannel configurations.

Integration and Development Expertise:

  1. Skilled in integrating Salesforce with external systems using RESTful APIs, middleware (e.g., Mulesoft, Dell Boomi), and webhooks.
  2. Familiarity with cloud platforms like AWS, Azure, or Google Cloud Platform (GCP) is a plus.

Certifications (Preferred):

  1. Salesforce Service Cloud Consultant or Platform Developer I/II certifications.
  2. Genesys certifications are an added advantage.

Qualifications:

  1. Bachelor's degree in Computer Science, Engineering, or a related field.
  2. 5+ years of software consulting or development experience.
  3. Proven track record of successfully implementing and integrating Salesforce Service Cloud with enterprise systems.


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