Description

You will design and implement complex Salesforce Service Cloud solutions focused on case management and omnichannel capabilities.

Responsibilities

• Implement Omni-channel, Live Agent, and CTI/telephony integrations.
• Design case management workflows, including case warming and workload balancing strategies.
• Architect 360-degree view implementations and integrations with external systems.
• Collaborate with architects from other teams to propose and validate technical solutions.
• Manage workforce management configurations and Einstein basics.

Required Skills

• 5+ years of experience in Salesforce architectural practices and limitations.
• Hands-on experience with Omni-channel and Live Agent implementation.
• Deep understanding of case management, case warming, and case load balancing.
• Experience with CTI, telephony implementation, and workforce management.
• Proficiency in Salesforce best practices and architectural design.
• Skill in IT Integration and handling system-to-system connections.
• Knowledge of Conga Composer.
• Foundational knowledge of Einstein.
• Experience with Amazon Web Services (AWS), Cloud Computing, Google Cloud Platform (GCP), and Cloud Infrastructure.

Preferred Skills

• Advanced Einstein implementation experience.
• Expertise in enhancing client, support user, and end-client experiences.

Key Skills

Education

Any Graduate