Lead architecture design and end to end solutioning for Salesforce Service Cloud implementations within the call center ecosystem
Define current and future state architecture including data models, integrations, security and scalability patterns
Serve as Design Authority and SME for Salesforce Service Cloud, Omni Channel, Chat, CTI, Knowledge and Case Management
Translate business requirements into scalable, secure and high performance technical designs
Provide hands on leadership in Apex, LWC, Flows, integrations and configuration
Set and enforce coding standards, best practices and governance models
Review solution designs, code and deployments to ensure quality and maintainability
Mentor and guide onshore and offshore Salesforce developers
Configure and optimize Service Cloud Console, Omni Channel, Case Routing, Knowledge, Chat, CTI integrations
Design and implement high volume real-time customer service solutions
Drive performance optimization, governor limit management and security controls
Design integrations using REST/SOAP APIs, middleware, MuleSoft and event driven patterns
Ensure seamless data flow across CRM, telephony, analytics and downstream systems

Requirements

12 years of overall IT experience with 8 years on Salesforce platform
Strong hands on experience with Salesforce Service Cloud, Sales Cloud, Apex Triggers, Batch Apex, Chat CTI, Lightning Web Components (LWC), Flows, Security Model, Data Modeling
Proven experience as Technical Lead or Solution Architect on enterprise Salesforce programs
Solid understanding of integration architectures, CTI, Omni Channel, and call center platforms
Experience working in Agile/Scrum delivery models
Excellent communication, leadership and stakeholder management skills.

Benefits

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
Company paid holidays
Personal Days
Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Salesforce Service CloudApexLightning Web Components (LWC)FlowsREST APIsSOAP APIsMuleSoftData ModelingCTIOmni Channel

Soft Skills

leadershipcommunicationstakeholder managementmentoringguidance