Senior Technical Architect - Salesforce (11-27 yrs)

Company Profile :

Wilco Source - A CitiusTech company is a crest certified Salesforce partners.

Wilco Source is a Salesforce wing of CitiusTech, wherein CitiusTech is a leading provider of consulting and digital technology to healthcare and life sciences companies.

We are in more than 8 locations in India which includes Chennai, Hyderabad, Bangalore, Pune, Mumbai, etc.

We have Global presence which includes United States, Canada, Middle east, Singapore etc.

We always look for highly talented IT professionals who can be useful in supporting our client projects more efficiently.

Job Description : Senior Salesforce Technical Architect - Contact Center Solutions.

Experience : 10 -21 Years

Locations : Any Pan India Location

Notice Period :Immediate to 30 days

Position Overview :

We are seeking a highly experienced Senior Salesforce Technical Architect with a strong focus on Contact Center Solutions to join our team. This role involves designing, developing, and implementing scalable Salesforce solutions tailored to enhance customer experience and optimize contact center operations. The ideal candidate will demonstrate expertise in Salesforce Service Cloud, integration strategies, and best practices for leveraging Salesforce within a contact center environment.

Key Responsibilities :

1. Solution Design & Architecture :

- Develop end-to-end Salesforce architecture for contact center solutions, ensuring scalability, security, and performance.

- Define integration strategies with telephony systems, IVR, chatbots, and other customer support tools.

- Create a roadmap for implementing Salesforce Service Cloud, Omni-Channel, and Einstein AI features.

2. Technical Leadership :

- Serve as a trusted advisor to business stakeholders, translating business requirements into technical solutions.

- Provide technical oversight during the development, configuration, and deployment phases.

- Lead architectural reviews, ensure adherence to best practices, and mentor the development team.

3. Implementation & Integration :

- Integrate Salesforce with third-party contact center solutions (e.g., CTI adapters, Genesys, Amazon Connect).

- Implement advanced Salesforce features such as Case Management, Knowledge Base, and Live Agent.

- Design robust data models and workflows to streamline agent productivity and enhance customer interactions.

4. Quality Assurance :

- Conduct solution validation to ensure compliance with functional and non-functional requirements.

- Perform impact analysis and resolve system conflicts or dependencies.

5. Stakeholder Collaboration :

- Collaborate with internal and external teams, including business analysts, developers, and vendors.

- Deliver presentations on solution design and implementation strategies to executive stakeholders.

Required Skills and Qualifications :

Salesforce Expertise :

- 8+ years of Salesforce experience with 3+ years as a technical architect.

- Strong knowledge of Salesforce Service Cloud, Omni-Channel, CTI integrations, and platform capabilities.

- Salesforce certifications (e.g., Application Architect, System Architect, or Technical Architect).

Technical Skills :

- Proficiency in Apex, Visualforce, Lightning Components (LWC), and Salesforce APIs.

- Hands-on experience with telephony and contact center tools such as Genesys, Five9, or Amazon Connect.

- Strong knowledge of integration frameworks (e.g., REST, SOAP, and Middleware tools like Mulesoft).

Soft Skills :

- Excellent communication, analytical, and problem-solving skills.

- Proven ability to manage multiple projects and deliver results under tight deadlines.

- Team-oriented mindset with a focus on collaboration and mentorship.

Preferred Qualifications :

- Experience in implementing AI-driven contact center solutions (e.g., Einstein AI, chatbots).

- Familiarity with industry best practices in customer service and contact center operations.

- Knowledge of Agile development methodologies.

What We Offer :

- Competitive compensation and benefits package.

- Opportunities to work on cutting-edge Salesforce implementations.

- A dynamic, collaborative work environment with growth and learning opportunities.