Salesforce Solution Architect, Service Cloud Voice

About the Role

The role entails collaborating with customers to understand their business, identify their requirements, and design, develop, QA, and launch their solutions. The Solution Architect will be responsible for facilitating business process reviews, translating customer requirements into contact center design, and configuring Salesforce Service Cloud Voice and Amazon Connect solutions. The ideal candidate will have a solid understanding of customer service and contact center operations, as well as experience solving complex use cases.

NeuraFlash is committed to creating a best-in-class team, and this role will have the opportunity to make significant contributions working with the rest of the talented team, exciting customers, and partnering closely with the Salesforce and AI Teams.

What You Will Do

• 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

What We Are Looking For

• 3-5+ years of 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 components, and integrations
• Strong problem-solving skills and attention to detail
• Excellent communication and collaboration skills
• Ability to work in a fast-paced environment and adapt to changing priorities

Nice to Have

• Experience with Amazon Connect and other contact center technologies
• Knowledge of AI and machine learning concepts and their application in customer service
• Familiarity with Agile development methodologies and version control systems
• Certification in Salesforce Administration, Development, or Service Cloud

Benefits and Perks

• Opportunity to work with a cutting-edge technology stack and innovative solutions
• Collaborative and dynamic work environment with a team of experienced professionals
• Professional development and growth opportunities, including training and certification programs
• Flexible work arrangements and remote work options
• Access to the latest tools and technologies, including Salesforce and Amazon Connect
• Competitive compensation and benefits package, including health insurance and retirement plans
• Recognition and reward programs for outstanding performance and contributions

• To stand out in this role, be prepared to showcase your expertise in designing and implementing scalable Salesforce solutions, as well as your ability to collaborate with cross-functional teams to drive innovation.
• Make sure to highlight your experience with Salesforce Service Cloud Voice and Amazon Connect, as well as your understanding of customer service and contact center operations.
• Familiarize yourself with the latest trends and developments in AI and machine learning, and be prepared to discuss their application in customer service.
• Prepare examples of your past work, including custom applications, integrations, and implementations, to demonstrate your technical skills and problem-solving abilities.
• Be ready to discuss your experience with Agile development methodologies and version control systems, as well as your ability to work in a fast-paced environment and adapt to changing priorities.
• Research the company culture and values, and be prepared to discuss how your skills and experience align with NeuraFlash's mission and goals.
• Don't be afraid to ask questions during the interview process, and be prepared to discuss your salary expectations and career goals.