Enterprise - Salesforce Service Cloud Architect

Enterprise - Salesforce Service Cloud ArchitectIf you think you are the right match for the following opportunity, apply after reading the complete description. 20 % Travel is required US Remote Position OverviewA Solution Architect with expertise in Salesforce Service Cloud to lead the strategic review, optimization, and implementation of Salesforce service cloud. The ideal candidate will act as a trusted advisor to Customer, bridging the gap between business needs and technical capabilities. They will drive process improvements, streamline operations, and ensure that Salesforce is leveraged to its full potential to meet business objectives.Key ResponsibilitiesStrategic Guidance and Vision:Collaborate with stakeholders to understand business objectives and challenges.Define a clear vision for Salesforce Service Cloud optimization, aligned with business goals.Develop and present strategic roadmaps to streamline processes and enhance system efficiency.Business Process Review and Optimization:Conduct in-depth assessments of current workflows, processes, and system configurations.Identify and recommend processes to retain, adapt, or retire to align with Salesforce best practices.Map business processes to out of the box Salesforce functionalities to reduce over customization.Technical Leadership:Evaluate the current Salesforce implementation, including customizations, integrations, and data structures.Design scalable, maintainable solutions using Salesforce's standard features and functionalities.Address technical challenges, such as performance issues or integration bottlenecks, with innovative solutions.Stakeholder Engagement:Act as a business partner to stakeholders, providing clear insights and justifications for process and system changes.Facilitate workshops and discussions to gather feedback, align expectations, and ensure business buy in.Support change management efforts to drive user adoption and satisfaction.Implementation and Delivery:Lead the execution of quick win initiatives to demonstrate immediate value.Oversee the deployment of long-term solutions, ensuring alignment with the roadmap and business needs.Collaborate with cross functional teams, including operations, IT, and external vendors, to ensure seamless execution.Continuous Improvement:Establish and maintain a feedback loop to monitor system performance and user satisfaction.Proactively identify opportunities for future enhancements, ensuring scalability and adaptability.Track key performance indicators (KPIs) to measure the impact of implemented solutions.QualificationsEducation and Experience:Bachelor's degree in computer science, Information Technology, or a related field (master's preferred).12+ years of experience in Salesforce architecture, with a focus on Service Cloud.Proven track record of delivering Salesforce optimization projects, including process redesign and technical implementation.Experience in leading Service Cloud transformations and gap analTechnical Skills:Deep understanding of Salesforce Service Cloud features, including Case Management, Knowledge Base, and Omnichannel.Proficiency in Salesforce tools like Flow, Process Builder, and Apex.Experience with system integrations, data migration, and API development.Knowledge of Salesforce security model, including roles, profiles, and permissions.Data Cloud experience would be nice to have.Business Acumen:Strong understanding of customer service operations and workflows. With a focus on the end customer experience and journey.Ability to translate business needs into technical solutions.Excellent problem-solving skills with a focus on delivering business value.Soft Skills:Exceptional communication and stakeholder management skills.Ability to lead workshops and facilitate discussions across technical and nontechnical teams.Strategic thinker with attention to detail and a proactive approach.Key DeliverablesComprehensive diagnostic report highlighting gaps, risks, and opportunities in the current Salesforce setup.Vision and benefits case to:A detailed roadmap with recommendations for process optimization and system enhancements.Implementation of quick wins to demonstrate immediate value.Ongoing feedback and refinement processes to ensure long term success and scalability.

Created: 2025-03-09