Senior Salesforce Developer

Position: Senior Salesforce Developer

Location: Concord, CA (Hybrid)

Experience: 10+ Years

Type: C2H

Must Have Skills: Salesforce Security, Integration - mainly REST, Best practices for writing scalable and secured development code, Flows, Omni Channel, Asynchronous Apex, Sales cloud, Visualforce, Contact Center.

IN PERSON INTERVIEW IN MANDATORY

Salesforce Platform Management:

• Serve as the primary system Architect for our Salesforce environment with over 500 users.
• Utilize declarative tools such as
  Flow Builder
  ,
  Validation Rules
  , and
  Lightning App Builder
  to customize and optimize the platform.
• Perform system audits, manage data integrity, and oversee system upgrades to maintain platform health.

Omnichannel Implementation and Management:

• Implement and manage
  Omni-Channel routing
  to optimize workload distribution across voice, chat, and email-to-case channels.
• Configure and maintain
  Entitlements
  and
  Milestones
  to ensure adherence to service level agreements.
• Set up and manage
  Escalation Rules
  to automate support processes and improve response times.
• Integrate and manage
  Vonage Contact Center
  solutions to enhance communication efficiency.

Salesforce Knowledge Management:

• Extensively manage and configure
  Salesforce Knowledge
  , including creating, categorizing, and maintaining knowledge base articles.
• Optimize the knowledge base for internal users and customer self-service portals.
• Implement best practices for the knowledge article lifecycle, including drafting, reviewing, publishing, and archiving.

Messaging for Web Implementation:

• Configure and deploy
  Messaging for Web
  to provide real-time customer support on web platforms.
• Implement
  Einstein Bots
  alongside Messaging for Web to provide automated assistance.

Automation and Productivity Tools:

• Develop and manage
  Macros
  ,
  Quick Text
  , and
  Email Templates
  to streamline support operations.
• Automate service processes using
  Flows
  for advanced process automation.

Analytics and Reporting:

• Create custom
  Reports
  and
  Dashboards
  to monitor service performance metrics and key performance indicators (KPIs).
• Utilize
  Einstein Analytics
  to gain deeper insights into service operations and customer behavior.

Customer Self-Service Platforms:

• Configure and manage
  Experience Cloud
  sites for customer self-service, including knowledge base access and case submission.

Security and Compliance:

• Ensure compliance with industry regulations such as
  SOX
  ,
  GDPR
  , and
  FINRA
  .
• Implement data security best practices, including the use of
  Salesforce Shield
  features.
• Maintain high standards of data governance and integrity across the platform.

Platform Innovation and Optimization:

• Stay current with the latest Salesforce features and releases to identify opportunities for improvements and automation.
• Lead technical initiatives to enhance platform functionality and user experience.
• Analyze and resolve technical issues promptly to minimize downtime.

Qualifications:

Certifications (Required):

• Salesforce Certified Administrator
• Salesforce Certified Advanced Administrator
• Salesforce Platform App Builder
• At least one
  Salesforce Consultant
  certification in
  Sales Cloud
  or
  Service Cloud

Experience:

• Minimum of
  5 years
  of hands-on experience as a Salesforce Architect in complex environments.
• Extensive experience with
  Salesforce Knowledge
  , including configuration and management.
• Proven expertise in implementing and managing
  Omni-Channel routing
  in voice, chat, and email-to-case environments.
• Experience with
  Messaging for Web
  .
• Familiarity with
  Vonage Contact Center
  or similar telephony platforms is highly desirable.
• Familiarity with
  Flosum
  or similar Salesforce DevOps tools is a plus.

Technical Skills:

• Proficient in Salesforce declarative development tools:
• Flow Builder
• Validation Rules
• Lightning App Builder
• Strong understanding of
  Entitlements
  ,
  Milestones
  , and
  Escalation Rules
  .
• Hands-on experience with
  Salesforce Einstein
  tools relevant to service operations:
• Einstein Next Best Action
• Einstein Prediction Builder
• Einstein Opportunity Scoring
• Einstein Case Classification
• Knowledge of Salesforce security features and best practices, including
  Salesforce Shield
  .

Data Management:

• Expertise in data modeling, data migration, and maintaining data integrity within Salesforce.
• Familiarity with data loading tools and techniques for large data sets.

Industry Experience:

• Experience in the financial services industry is highly desirable.
• Understanding of compliance requirements specific to financial institutions.