Salesforce Solution Architect, ITSM
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Job Description
Salesforce Solution Architect designing Service Cloud, Experience Cloud, Data Cloud, and Agentforce solutions. Advising clients and leading enterprise Salesforce implementations for NeuraFlash’s AI consultancy.
Responsibilities:
- Provide industry best practices and serve as a trusted client advisor
- Facilitate business process reviews to identify customer requirements and processes
- Translate customer requirements into Salesforce designs using best practices and minimizing custom development
- Leverage Salesforce ITSM, Experience Cloud, and Service Cloud technologies
- Develop technical requirements and specifications for customers and the technical delivery team
- Drive best-practice UX design throughout solution delivery
- Manage projects and customer communications
- Deliver customer end-user training and documentation
- Oversee and be accountable for successful completion of assigned projects
- Lead enterprise-level projects with minimal direction from senior management
- Lead vision and strategy discussions with contact-center and customer-service leadership
- Partner with the Artificial Intelligence team to create innovative Salesforce solutions
Requirements:
- 5+ years of project delivery experience with Salesforce, specifically with Service Cloud and Experience Cloud
- 2+ years of project delivery experience with Salesforce, specifically with Data Cloud and Agentforce
- 3+ years leading and implementing with other ITSM platforms including ServiceNow
- Background experience in ITSM/ITIL methodologies
- Expert in designing and creating Service Cloud solutions using Salesforce declarative configuration
- Ability to document requirements for technical resources and understand technical solutions leveraging Apex, VisualForce, Lightning Web Components, and Web Services
- Experience leading multiple Salesforce project deployments, including release and multi-environment management, legacy-system integration using Salesforce APIs, and original code development
- Professional experience owning the end-to-end Software/Systems Development Lifecycle (SDLC), including structured code management, project management expertise, and process methodology
- Experience leading Enterprise Service Cloud projects, including ground-up Service and Sales Cloud deployments
- Proven ability to manage multiple projects, deliverables, and deadlines simultaneously
- Preferred: expertise providing solution architecture on Salesforce Experience Cloud
- Preferred: Salesforce certifications in Service Cloud and Experience Cloud
- Preferred: ability to assess business-process improvements using Salesforce
- Preferred: ability to build client relationships and collaborate within cross-functional teams
- Preferred: B.S. in Computer Science, Engineering, or similar technical degree or equivalent experience
Benefits:
- Remote work options
- Flexible working arrangements
- Potential travel opportunities, with anticipated travel commitment of up to 25% for certain roles
- Collaboration through town halls and company meetings
- Team celebrations and social events
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