Salesforce Solution Architect, Service Cloud Voice
About The Position
NeuraFlash, Part of Accenture, is redefining the future of business through AI and groundbreaking technologies like Agentforce. As a leader in AI, Amazon, and Salesforce innovation, they craft intelligent solutions integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, and Agentforce to revolutionize workflows, elevate customer experiences, and deliver tangible results. They are pioneers in generative AI and AI agents, being Salesforce's #1 partner for Agentforce. This role offers the opportunity to join a growing Service Cloud Voice practice, working with customers to understand their business, identify requirements, and design, develop, QA, and launch solutions. You will collaborate with talented experts, exciting customers, and partner closely with Salesforce and AI Teams.
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
Nice To Haves
- Any Salesforce Certifications are a plus, 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
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
Benefits
- Remote & In-Person work options
- Flexibility in work hours
- Collaboration and team input valued
- Celebratory company culture
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
