Description

Lead the architecture, development, and optimization of the Salesforce platform for a 500+ user environment. Own system health, data integrity, and omnichannel support infrastructure.

Responsibilities

• Architect and maintain the Salesforce environment using declarative tools like Flow Builder, Validation Rules, and Lightning App Builder.
• Implement and manage Omni-Channel routing for voice, chat, and email-to-case, ensuring SLA adherence via Entitlements and Milestones.
• Configure Salesforce Knowledge and Experience Cloud to support internal users and customer self-service portals.
• Deploy Messaging for Web with Einstein Bots to automate customer support and improve response times.
• Ensure platform security and compliance with SOX, GDPR, and FINRA standards using Salesforce Shield.

Required Skills

• 10+ years of hands-on experience as a Salesforce Architect in complex enterprise environments.
• Proficiency in Salesforce declarative development: Flow Builder, Lightning App Builder, and Validation Rules.
• Strong experience with Omni-Channel configuration, Entitlements, Milestones, and Escalation Rules.
• Expertise in Salesforce Knowledge management, including article lifecycle and Experience Cloud site configuration.
• Hands-on experience with Messaging for Web and Einstein Bots implementation.
• Knowledge of Salesforce security features, including Salesforce Shield and data governance best practices.
• Required certifications: Salesforce Certified Administrator, Advanced Administrator, and Platform App Builder.
• Proficiency in REST API integration and Asynchronous Apex development.
• Familiarity with Vonage Contact Center or similar telephony platforms.

Preferred Skills

• Experience with Flosum or similar Salesforce DevOps tools.
• Knowledge of Einstein Analytics for service operation insights.

Key Skills

Education

Not specified