Salesforce Ecosystem Architect
4 days ago
We are seeking a seasoned Salesforce Ecosystem Architect to spearhead the design and implementation of advanced customer service solutions. As a pivotal member of our team, you will collaborate with cross-functional stakeholders to deliver scalable, secure, and innovative solutions that enhance customer experience and operational efficiency.
The ideal candidate will possess a deep understanding of Salesforce Service Cloud and a strong background in Genesys Contact Center technologies. You will be responsible for architecting and deploying Salesforce Service Cloud solutions, leveraging tools such as Apex, Lightning Web Components (LWC), Flows, and other advanced Salesforce functionalities.
Key Responsibilities:
- Architect and deploy Salesforce Service Cloud solutions, incorporating features like Apex, LWC, Flows, and other advanced Salesforce functionalities.
- Customize and optimize the Salesforce Service Console for omnichannel interactions.
- Enhance case management, knowledge bases, and automation workflows to streamline operations.
You will also design and implement seamless integrations between Salesforce Service Cloud and Genesys Contact Center platforms, including Genesys Cloud CX and Genesys Engage. This will involve configuring and managing CTI (Computer Telephony Integration) connectors within Salesforce and optimizing real-time data exchanges through APIs, middleware, and webhooks for enhanced performance.
Solution Design and Implementation:
- Lead all phases of the project lifecycle, including requirements analysis, technical design, solution implementation, and testing.
- Architect robust technical frameworks for integrating Salesforce and Genesys to support omnichannel customer engagement.
- Develop scalable solutions for call routing, IVR systems, and chatbot integration with Salesforce.
- Drive best practices in system performance, security, and scalability.
Testing, Optimization, and Support:
- Conduct rigorous testing, troubleshooting, and performance tuning of integrated systems.
- Serve as the go-to technical expert for resolving escalated issues related to Salesforce and Genesys.
Documentation and Training:
- Prepare comprehensive documentation for solution designs, system configurations, and workflows.
- Deliver training sessions to team members and end-users, ensuring smooth adoption of new technologies.
This role requires a strong understanding of Salesforce platform architecture, security, and governance. The ideal candidate should have extensive experience customizing and deploying the Salesforce Service Console and omnichannel support features. Additionally, proficiency in integrating Salesforce with external systems using RESTful APIs, middleware, and webhooks is essential.
Estimated Salary: $120,000 - $150,000 per year, depending on experience and qualifications. We offer a competitive benefits package, including health insurance, retirement plan, and paid time off. If you are a motivated and experienced Salesforce professional looking to grow your career, we encourage you to apply.
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