Apply on Employer Site

NeuraFlash · 2 weeks ago

Salesforce Solution Architect, Service Cloud Voice

Canada

Full-time

Remote

Mid, Senior Level

3+ years exp

NeuraFlash, part of Accenture, is redefining the future of business through AI and innovative technologies. They are seeking a Salesforce Solution Architect for their Service Cloud Voice practice to implement Salesforce projects, facilitate business process reviews, and design customer-centric solutions.

Artificial Intelligence (AI)Big Data

Growth Opportunities

Responsibilities

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

Qualification

Salesforce Service CloudAmazon ConnectContact Center DesignSalesforce ConfigurationCustom ApplicationsProject ManagementCommunication SkillsTeam PlayerDetail-oriented

Required

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