Salesforce Solution Architect, Service Cloud Voice

NeuraFlash, Part of Accenture

1d • Hybrid

About The Position

NeuraFlash, Part of Accenture, is seeking a talented Solution Architect to join their growing Service Cloud Voice practice. This role involves bringing Salesforce project implementations to life by understanding customer businesses, identifying requirements, and designing, developing, QA, and launching solutions. The position offers the opportunity to contribute significantly to a best-in-class team, work with exciting customers, and partner closely with Salesforce and AI Teams. The company is a leader in AI, Amazon, and Salesforce innovation, focusing on integrating technologies like Salesforce Einstein, Service Cloud Voice, Amazon Connect, and Agentforce to revolutionize workflows and customer experiences. They are pioneers in generative AI and AI agents, being Salesforce's #1 partner for Agentforce.

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
• 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

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

• Compensation varies based on location, role, skill set, and experience.
• Equal Employment Opportunity Statement provided.
• Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.
• Commitment to providing veteran employment opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed