We are looking for a highly effective Solution Architect with Salesforce expertise to work on a 6 month project in Pennsylvania that will help our customer successfully transform onto the Salesforce Service Cloud platform. This individual, will provide thought leadership and best practice advice throughout the life cycle of the project. The Solution Architect would build the functional and system roadmap by running Business Process Reviews, elicit requirements and lead the design activities for implementation.
A successful Architect has strong Salesforce project experience and feels comfortable designing transformational solutions and working directly with customers to meet their business needs. They will have responsibility for creating/sharing/collaborating on materials to support both sales and delivery.
Ensure sustainable, scalable, best-practice solutions to meet and exceed customer needs in the Client Service or Customer Service area
Lead business process redesign, roadmap planning, and identifying touch points through implementations
Develop strong client relationships by building trust, rapport and positive working relationships with key sponsors, stakeholders, and team members.
Remain current with Salesforce full product set
Manage discussions with various levels of customer's IT technical audiences
Where required, support deep-dive pre-sales activity to solution and provide expertise on the positioning of Tectonic s delivery of customer solutions
Understanding of the Service Cloud product suite and platform including Knowledge Management, Omni-Channel Support, Live Agent, and Customer Portals
Basic programming experience in HTML and other web based technologies is an advantage
Contact or call center-based applications experience is beneficial
Excellent analytical skills and the ability to develop processes and methodologies
Team player with strong communication and interpersonal skills
Able to challenge and augment customers requirements
Ability to multi-task, work in a demanding team environment, understand and be responsive to customer needs, work under tight deadlines, work independently, and a willingness to take ownership of problems
Proven ability to design and optimize business processes and to integrate business processes across disparate systems.
Experience in leading workshops to define and prioritize client requirements and required capabilities.
Ability to ask hard questions during workshops and suggest best practices and efficient ways of implementing business processes
Education and Certifications:
2+ years of experience with business or requirements analysis (Big 4 experience a plus)
2 years Salesforce Administration or Consulting Experience