Salesforce Solution Architect, Service Cloud Voice

NeuraFlash, Part of Accenture, is a leader in AI and innovative solutions, specializing in Salesforce, Amazon, and generative AI technologies. They focus on creating impactful customer outcomes through AI-powered bots, workflows, and tailored strategies, and are pioneers in AI agents and solutions like Agentforce.

Location: Remote (US)

Responsibilities

• Facilitate business process reviews to identify customer requirements and processes
• Translate customer requirements into contact center design, leveraging best practices and minimizing the need for custom development
• Configure Salesforce Service Cloud Voice and Amazon Connect solutions
• Develop technical requirements and specifications for customers and the technical delivery team
• Drive best practice contact center design into each and every aspect of solution delivery
• Effectively manage aspects of projects and customer communications
• Deliver customer end user training and documentation
• Oversee and be accountable for the successful completion of all aspects of assigned projects
• Exercise independent judgment, and take the lead role on enterprise level projects with minimal direction from senior management
• Lead vision and strategy discussions with contact center and customer service leadership and management
• Architect and build best-in-class implementations of Service Cloud
• Configure Salesforce Solutions using point-and-click tools available on the platform (e.g., Process Builder and Visual Flows)
• Understand and leverage Salesforce Platform to implement scalable solutions
• Partner with our Artificial Intelligence team to create innovative Salesforce solutions for our customers
• Acquire new technical expertise and understanding of latest Salesforce features and major launches
• Understanding of contact center routing strategies in Salesforce and Amazon Connect

Requirements

• 3-5+ years project experience in a hands-on position
• 3+ years of experience with Salesforce in a development or configuration capacity
• Understanding of customer service and contact center operations with experience solving Complex Use Cases
• Solid understanding of Salesforce Platform and its architecture
• Experience building Custom Applications, Lightning Experience, Visual Flows, and Process Builders within Salesforce
• Understanding of Release Management, Application Lifecycle Management, Development Lifecycle, and Deployment Best Practices and Governance
• Client facing experience in the following areas: Pre-Sales Activities, Project Management/Ownership, Discovery and Design, Delivering Solution Options to Customers, and Enterprise Application Architecture

Benefits

• Remote & In-Person work options, including HQ in Massachusetts and regional hubs
• Travel opportunities up to 25% for certain roles
• Flexible work arrangements to accommodate personal needs
• Collaborative environment with open communication and town halls
• Fun and engaging team culture with regular celebrations

Additional Information

• The role involves working closely with Salesforce and AI teams to develop innovative solutions.
• Candidates should be prepared for travel and flexible schedules.