NeuraFlash

Salesforce Solution Architect, Service Cloud Voice

NeuraFlash

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • Facilitate business process reviews to identify customer requirements and processes
  • Translate customer requirements into contact center design, leveraging best practices and minimizing the need for custom development
  • Configure Salesforce Service Cloud Voice and Amazon Connect solutions
  • Develop technical requirements and specifications for customers and the technical delivery team
  • Drive best practice contact center design into each and every aspect of solution delivery
  • Effectively manage aspects of projects and customer communications
  • Deliver customer end user training and documentation
  • Oversee and be accountable for the successful completion of all aspects of assigned projects
  • Exercise independent judgment, and take the lead role on enterprise level projects with minimal direction from senior management
  • Lead vision and strategy discussions with contact center and customer service leadership and management
  • Architect and build best-in-class implementations of Service Cloud
  • Configure Salesforce Solutions using point-and-click tools available on the platform (e.g., Process Builder and Visual Flows)
  • Understand and leverage Salesforce Platform to implement scalable solutions
  • Partner with our Artificial Intelligence team to create innovative Salesforce solutions for our customers
  • Acquire new technical expertise and understanding of latest Salesforce features and major launches
  • Understanding of contact center routing strategies in Salesforce and Amazon Connect

Requirements

  • 3-5+ years project experience in a hands-on position
  • 3+ years of experience with Salesforce in a development or configuration capacity
  • Understanding of customer service and contact center operations with experience solving Complex Use Cases
  • Solid understanding of Salesforce Platform and its architecture
  • Experience building Custom Applications, Lightning Experience, Visual Flows, and Process Builders within Salesforce
  • Understanding of Release Management, Application Lifecycle Management, Development Lifecycle, and Deployment Best Practices and Governance
  • Client facing experience in the following areas: Pre-Sales Activities, Project Management/Ownership, Discovery and Design, Delivering Solution Options to Customers, and Enterprise Application Architecture
Benefits
  • Remote & In-Person: Focused on keeping everyone connected and unified as one team.
  • Travel: Anticipated travel commitment of up to 25%.
  • Flexibility: Culture of trust and understanding allowing flexible work hours.
  • Collaboration: Encouragement of suggestions and feedback for company improvement.
  • Celebrate Often: Culture of fun and recognition for achievements.

Applicant Tracking System Keywords

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

Hard skills
Salesforce Service Cloud VoiceAmazon ConnectSalesforce PlatformCustom ApplicationsLightning ExperienceVisual FlowsProcess BuilderRelease ManagementApplication Lifecycle ManagementDeployment Best Practices
Soft skills
project managementcustomer communicationleadershipindependent judgmentstrategic visioncustomer trainingdocumentationproblem-solvingcollaborationclient-facing experience