Solution Architect, Salesforce Voice

The role

You will design, develop, and launch Salesforce project implementations. You will work with customers to identify requirements and configure Service Cloud Voice and Amazon Connect solutions.

What you will do

• Facilitate business process reviews to identify customer requirements and processes
• Translate customer requirements into contact center design
• Configure Salesforce Service Cloud Voice and Amazon Connect solutions
• Develop technical requirements and specifications
• Drive best practice contact center design into solution delivery
• Manage aspects of projects and customer communications
• Deliver customer end user training and documentation
• Oversee and be accountable for the successful completion of assigned projects
• Lead vision and strategy discussions with contact center and customer service leadership
• Architect and build implementations of Service Cloud

Required qualifications

• 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 Pre-Sales Activities, Project Management/Ownership, Discovery and Design, Delivering Solution Options to Customers, and Enterprise Application Architecture
• Understanding of contact center routing strategies in Salesforce and Amazon Connect

Nice to have

• Salesforce Certifications (preferably Salesforce Service Cloud, Experience Cloud, or Sales Cloud)
• Detail-oriented and a strong team player with great communication skills
• Keep an open mind and must be flexible to change
• Contact Center architecture knowledge
• Working knowledge of voip communication protocols like SIP, WebRTC
• Experience building contact centers based on Amazon Connect Contact Center solution
• Experience with Workforce Management solutions
• Experience working with outbound dialers, campaign management

Benefits

• Remote and in-person work options
• Flexibility to handle personal tasks
• Collaborative culture with town halls and company meetings
• Team celebrations

About the company

NeuraFlash, Part of Accenture, is a leader in AI, AWS, and Salesforce innovation. They craft intelligent solutions to revolutionize workflows and elevate customer experiences.