Salesforce Solution Architect

1 day ago

Remote, Oregon, United States Ripplehire Full time

Role description

Location: EST Time Zone

Preferred Certification: Salesforce Service Cloud Consultant

We are looking for a Salesforce Techno-Functional Specialist with strong expertise in Service Cloud, omni-channel servicing, contact center transformation, and AI-enabled service experiences. The ideal candidate excels at business process design, requirements gathering, user story creation, and service operations consulting, with the ability to work closely with business and technical teams.

Key Responsibilities

  • Lead discovery workshops with business stakeholders to capture service processes and pain points.
  • Design business process flows, BPMN diagrams, journey maps, and agent workflows for Service Cloud.
  • Define detailed user stories, acceptance criteria, and functional specifications.
  • Configure and guide teams on Service Cloud capabilities such as Cases, Omni-Channel, Digital Engagement, Knowledge, and Agentforce.
  • Support contact center transformation initiatives including omni-channel service models and telephony-enabled agent workflows.
  • Collaborate with technical teams to ensure requirements are clearly understood (no hands-on integration design required).
  • Recommend best practices for case management, routing, service KPIs, and service operations.
  • Work with product owners and QA to support backlog grooming, UAT, and release readiness.
  • Contribute to adoption of AI for Service (case classification, summarization, bots) and Data Cloud for service insights.

Required Skills

  • 10–12 years of Salesforce experience with strong emphasis on Service Cloud.
  • Hands-on with omni-channel, agent console, digital channels, and customer support processes.
  • Good understanding of contact center operations and telephony interactions from a functional/business perspective.
  • Strong in business analysis, process modeling, documentation, and requirement translation.
  • Experience using AI for servicing and Data Cloud concepts.
  • Excellent communication, stakeholder management, and ability to work in EST time zone.

Preferred

  • Salesforce Service Cloud Consultant certification.
  • Experience in enterprise-scale customer service transformations.

Skills

About RCG Global Services

At Myridius, we transform the way businesses operate. Formerly known as RCG Global Services, our more than 50 years of expertise now drive a new vision—propelling organizations through the rapidly evolving landscapes of technology and business. We offer tailored solutions in AI, data analytics, digital engineering, and cloud innovation, addressing the unique challenges each industry faces. Our integration of cutting-edge technology with deep domain knowledge enables businesses to seize new opportunities, drive significant growth, and maintain a competitive edge in the global market. Our commitment is not just to meet expectations but to exceed them, ensuring measurable impact and fostering sustainable innovation. The success of Myridius is directly tied to the breakthroughs achieved by our clients. Together, we co-create solutions that not only solve today's challenges but also anticipate future trends. At Myridius, we go beyond typical service delivery. We craft transformative outcomes that help businesses not just adapt, but thrive in a world of continuous change. Discover how Myridius can elevate your business to new heights of innovation. Visit us at and start leading the change.

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