Salesforce Solution Architect, Service Cloud Voice

hace 3 meses

Bogota, Colombia NeuraFlash A tiempo completo

**About NeuraFlash**:
We are a leading AI and Consulting Partner of Amazon & Salesforce obsessed with helping our customers transform their contact centers with AI Powered Experiences. Our expertise spans across the Amazon ecosystem with Amazon Connect, Lex & Contact Lens and Salesforce ecosystem with Service Cloud Voice, Einstein Bots and Digital Channels, Service Cloud, Field Service, CPQ, MuleSoft, and Einstein Analytics. We are experts in building experiences grounded in data that transform and optimize the employee and customer journey.

**What sets NeuraFlash apart?**:
At NeuraFlash, our people form the core of our business and the soul of our brand. We hire individuals who inspire us and look at challenges as opportunities to create innovative solutions. You'll be provided with ongoing education and development opportunities via our Salesforce Partnership Program and mentorship programs created for our aspiring leaders. NeuraFlash is on the forefront of cutting-edge technologies and we understand by investing in you, we're investing in ourselves

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. We are building a best-in-class team and this role will have the opportunity to make significant contributions working with the rest of our talented team, exciting customers, and partnering closely with our Salesforce and AI Teams

**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 mínimal 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

**NICE TO HAVES**:

- 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

**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, our India office, 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

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