Salesforce Senior Solution Architect

Concentrix - Columbus, OH

Full-time - Senior

Columbus, OH

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

As a Salesforce Senior Solution Architect at Concentrix, you will play a pivotal role in designing and implementing innovative solutions that enhance the Salesforce platform to meet diverse business needs. You will collaborate closely with stakeholders to identify requirements, create detailed solution designs, and lead scalable Salesforce projects from inception to completion. Your responsibilities will encompass mentoring team members, ensuring adherence to Salesforce best practices, and staying abreast of the latest advancements in Salesforce technology. You will be instrumental in the successful implementation, integration, configuration, and customization of Salesforce solutions, guiding projects from pre-sales through to full customer production roll-out and ongoing support. In this role, you will lead and mentor a team of Salesforce practitioners, ensuring that best practices are followed throughout the project lifecycle. You will participate in pre-sales meetings, establish scalable solutions aligned with client needs, and prepare proposals that effectively communicate the value of your solutions. Your expertise will be critical in leading customer requirements definition and solution design workshops, where you will prepare detailed solutions and blueprints that map business requirements to functional and technical specifications. You will oversee the design, build, and run of Salesforce solutions, making recommendations on business processes and ensuring that the correct resources are allocated to each project. Your role will also involve working closely with clients to assess their architecture and architect solutions that meet their specific requirements. You will manage configurations, customizations, and security models, documenting and implementing all necessary requirements for successful engagements. Additionally, you will design and implement best-in-class Salesforce-based call center solutions, optimizing customer and agent experiences through the use of Salesforce capabilities. Your industry knowledge will allow you to develop tailored Salesforce solutions that comply with regulatory requirements, while your commitment to continuous improvement will drive innovation within existing and new Salesforce environments. You will also be responsible for creating and maintaining comprehensive documentation for all solution designs and implementations, ensuring knowledge transfer for future reference.

Responsibilities

• Leads and mentors a team of Salesforce practitioners.
• Ensures adherence to best practices in Salesforce.
• Participates in and leads pre-sales meetings and sales opportunities.
• Establishes scalable solutions aligned with client needs, estimates level of effort and prepares proposals.
• Presents proposals and solutions to clients.
• Leads, participates in, and facilitates customer requirements definition and solution design workshops.
• Prepares detailed solutions and blueprints.
• Gathers and maps business requirements to functional/technical requirements and identifies features, gaps, and solutions out-of-the-box, custom, and creates innovative solutions.
• Oversees and leads the design, build and run of Salesforce Solutions.
• Assesses and makes recommendations on business process, design, building, testing, and run of project solutions.
• Understands the technical depth of the project and validates the correct resources for the project.
• Oversees demos development and works closely with users on user acceptance testing.
• Works closely with clients to assess their architecture, and architects solutions that meet their requirements.
• Manages and completes configurations and customizations, security model, and user setup as needed.
• Documents and implements configurations, customizations, and data mapping requirements for the engagements.
• Manages and executes the process of gathering, documenting, and maintaining business/process workflows following standard processes and procedures (business process reviews).
• Works with project teams and clients to fully communicate requirements, solutions, project progression and provides functional and technical expertise.
• Works on integrating Salesforce with other systems, data mapping, using APIs and middleware.
• Leverages Salesforce Einstein/Gen AI-driven insights and automation.
• Designs and implements best in class Salesforce based call center solutions.
• Optimizes customer and agent experiences, processes, workflows and on-line and call handling best practices using Salesforce capabilities including Experience Cloud, Service Cloud, Service Voice, CPQ, BOTs, SMS, On-line Sites and Order Management, Data Cloud, Einstein/Gen AI, Unified Knowledge.
• Ensures a seamless omnichannel and end-to-end optimal Contact Center customer and agent experience.
• Applies industry-specific knowledge to develop tailored Salesforce solutions.
• Stays informed about industry trends and leverages Salesforce Industry Cloud solutions.
• Customizes Salesforce to meet regulatory and compliance requirements specific to the industry.
• Stays updated with the latest Salesforce features and releases.
• Recommends and implements improvements for existing and new Salesforce environments.
• Creates innovative solutions.
• Provides training and support to end-users, clients and project teams.
• Creates and maintains comprehensive documentation for all solution designs and implementations.

Requirements

• A proven Salesforce professional with multiple full lifecycle Salesforce implementations and at least 7+ years of experience working with Salesforce.
• 10+ years of experience in enterprise software applications.
• Expert in Service Cloud - contact center experience, a plus.
• Strong knowledge of Salesforce and integrations with other systems.
• Industry-specific experience in sectors such as finance, healthcare, retail, technology, and other major sectors.
• Experience with Salesforce Einstein and AI-driven solutions, a plus.
• Minimum Bachelor's degree in Computer Science, Information Technology, or related field.
• Salesforce Certifications: Administrator, Service Cloud, Experience Cloud (a plus), Data Cloud (a plus), Contact Center, Architect Level and other Salesforce Certifications (a plus).
• Excellent problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Team player with ability to work collaboratively in a team environment.
• Leadership skills with the ability to mentor and guide clients and team members.
• Attention to detail and commitment to delivering high-quality solutions.
• Experience in Agile or Scrum methodologies.

Nice-to-haves

• Experience with Salesforce Einstein and AI-driven solutions.
• Experience in Agile or Scrum methodologies.

Benefits

• Private medical plans
• Great compensation package
• Retirement savings plans
• Paid learning days
• Flexible workplaces