Salesforce Architect - Service CLoud/FSL (5-10 yrs)

Salesforce Architect.

Overall experience : 10 years.

Relevant experience : 5+ years.

Location : PAN INDIA.

Notice period : Immediate to 30 days.

Role Description :

- Lead and participate in the end-to-end implementation of Salesforce solutions, with a focus on Service Cloud.

- Collaborate with cross-functional teams to design, develop, and deploy high-quality solutions tailored to meet client requirements.

- Work closely with stakeholders to gather, analyze, and document detailed requirements.

- Utilize your extensive experience to translate business needs into technical specifications, ensuring alignment with Salesforce best practices.

- Demonstrate a deep understanding of Service Cloud/ FSL functionalities, including case management, knowledge base, omni-channel support, and service automation.

- Leverage your expertise to optimize Service Cloud configurations for complex business processes.

- Apply your extensive knowledge of Help Desk systems to design and implement seamless integrations with Salesforce Service Cloud.

- Ensure a smooth transition and enhanced user experience for help desk operations.

- Collaborate effectively with development teams, administrators, and business analysts to drive successful Salesforce implementations.

- Provide technical guidance and mentorship to junior team members.

- Conduct thorough testing and validation of Salesforce solutions to guarantee functionality, performance, and security.

- Address and resolve any issues promptly to deliver high-quality, error-free implementations.

- Create comprehensive technical documentation, including solution design documents, process flow diagrams, and system configurations.

- Maintain accurate records of customizations and integrations for future reference.

- Expert level experience defining the system architecture landscape, identifying gaps between current and desired end-states, and delivering a comprehensive solution that will enable achievement of the desired business outcomes.

- Eagerness to contribute to overall team expertise and project success Practical exposure to Agile methodology, writing user stories, managing scrum calls, prioritizing backlog, and similar tasks.

Required Experience and Skills : .

- Bachelor's degree in computer science, Information Technology, or related field.

- Minimum of 10 plus years of hands-on experience in Salesforce implementations, and specifically 5 plus in Service Cloud/ FSL.

Hands-on experience with :

1. Omni Channel.

2. Case Management Salesforce Architect (Service Cloud & FSL).

3. Entitlement Management.

4. Knowledge Management.

5. Service Console.

6. CTI / Service Cloud Voice / Amazon Connect/Customer Portal.

7. Help Portal / Knowledge Portal.

8. Field Service.

- Strong expertise in large-scale Help Desk implementations and related technologies.

- Hands-on Data Migration Activities, Migration Plan, Data Volume Analysis etc.

- Proven experience in gathering and translating complex business requirements into technical solutions.

- Must have Salesforce Certification(s) Certified Application Architect, Certified System Architect, Service Cloud Consultant, Field Service Consultant (at least two of three with Service Cloud/ FSL being mandatory).

- Exceptional problem-solving skills and ability to work in a fast-paced environment.

- Excellent interpersonal and communication skills, with a keen attention to detail.

Desired Skills and Experience :

- Experience of designing high volume customer portal.

- Experience or knowledge of other middleware platforms / integration tools.

- Experience in Service Cloud Voice / Integration preferred.

- Highly aware of industry trends and latest developments on CRM / integration.