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Salesforce Solution Architect, Service Cloud Voice

4 weeks ago

London, Ontario, Canada Tbwa ChiatDay Inc Full time
Salesforce Solution Architect, Service Cloud Voice

Why NeuraFlash:

At NeuraFlash, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, Amazon, and Salesforce innovation, we craft intelligent solutions—integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more—to revolutionize workflows, elevate customer experiences, and deliver tangible results.

NeuraFlash is looking for a talented Solution Architect to join our growing Service Cloud Voice practice You'll bring Salesforce project implementations to life by working with our customers to understand their business, identify their requirements, and design, develop, QA, and launch their solutions.

YOU'LL HAVE THE OPPORTUNITY TO:

- 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

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 the following areas: Pre-Sales Activities, Project Management/Ownership, Discovery and Design, Delivering Solution Options to Customers, and Enterprise Application Architecture

PREFERRED SKILLS:

- 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

What's it like to be a part of NeuraFlash?

- Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash Family who work remotely, we're focused on keeping everyone connected and unified as one team.
- Travel: Get ready to pack your bags and hit the road For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%.
- Flexibility: We build a culture of trust and understanding. We value good work not the hours in which you get it done.
- Collaboration: You have a voice here Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small.
- Celebrate Often: We take our work seriously, but we don't take ourselves too seriously. Our teams love to have fun and celebrate the big things and the small things together.

Location: NeuraFlash strives to provide you with the flexibility to work in the location that makes the most sense for your lifestyle.

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