Wilco Source Technologies - Senior Salesforce Technical Architect - Apex/Visual Force (12-20 yrs)

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.