We are seeking a skilled and experienced Technical/Solutions Architect with a strong background in Salesforce Service Cloud within the retail space. As a Technical/Solutions Architect, you will play a vital role in the design, architecture, and implementation of enhancements to our existing Salesforce Service Cloud implementation. This role will be crucial in ensuring that our customer service operations are optimized for efficiency and excellence.
Key Responsibilities:
- Leverage in-depth knowledge of Salesforce Service Cloud, both functionally and technically, to collaborate with business process and development teams.
- Design, implement, and provide support for Service Cloud solutions at the enterprise level.
- Define and document business requirements and develop technical designs that align with customer needs.
- Conduct solution design trade-off sessions to evaluate various design options, balancing business value and development/maintenance costs.
- Understand the operational metrics and performance indicators relevant to managing a Customer Service environment.
- Demonstrate an understanding of the relationship between a Customer Service environment and other business units.
- Possess knowledge of technology enablers used within a Customer Service environment, such as Computer Telephony Integration, Portal self-service, Knowledge or Case Management.
Qualifications:
- Prior experience working with Salesforce Service Cloud in a retail environment is highly desirable.
- Strong communication and collaboration skills to work with cross-functional teams.
- Ability to adapt and learn new technologies and concepts quickly.
- Salesforce Service Cloud Consultant certification is required.
- Salesforce Platform Developer 1 certification is required.
- Additional certificates would be preferred.