ob Title
Salesforce Administrator
Location
CHICAGO IL
LOCAL CONSULTANTS ONLY (No Relocation Consultants)
LOOKING FOR SFDC ADMIN so NO DEVELOPERS please
Minimum Years Experience - 8
Education Required - Bachelors
Internal Interview Process Details - Video Interview with team - 45 mins
Client Interview Details - Video with Client
This role needs to be located in the Chicago land area and it will be required to work in the office 2 days/week.
Skills Needed
Information TechnologyArchitectureConsultingArtificial IntelligenceBusiness RequirementsData ModellingWorkflowsQuality ManagementRoutingBusiness ProcessesKnowledge ArchitectureOffshore WorkFunctional DesignBusiness AnalysisMobile Application SoftwareSystems ImplementationsCall CentersCloud ServicesContact Center ManagementHuman-Computer InteractionSecurity StrategiesBusiness LogicCase ManagementCommercial KnowledgeComputer Telephony Integration
Job Description
Salesforce Administrator
About the project:
Looking to stand up a long-term team immediately to work alongside Salesforce experts completing the implementation to architect the solution gain knowledge and continue building after Salesforces involvement ends.
* Salesforce will be replacing Kana with Salesforce which brings desired capabilities and allows for future opportunities like integration into and the mobile app efficient workflow management and AI capabilities.
* The Salesforce product being implemented is predominantly Agent Force a specific SKU built on Service Cloud and includes email and web interface channels.
About the team and goals:
Key focus is transforming contact center case management using Salesforce. Currently they use homegrown tools like Copilot and a basic case management platform called Kana from Verint which they need to replace. The United Contact Center operates 24/7 across 14 countries four continents and serves 6700 agents. The initial implementation is for 1100 agents with the Kana replacement but eventually all 6700 agents will use Salesforce.
Job Description
We are seeking a highly skilled Salesforce Solution Architect with extensive experience in Service Cloud and Agentforce to join our dynamic team. The ideal candidate will possess a strong background in Salesforce consulting and a deep understanding of the full spectrum of Service Cloud and Agentforce this role you will be responsible for gathering complex business requirements architecting strategic solutions and the implementation of Salesforce functionalities to drive efficiency within our contact center operations
Required Skills -
Salesforce Service
Cloud Salesforce
Agentforce Solutions Architecure
Design
Job Responsibilities
Job Duties - Qualifications
Bachelor degree in Computer Science Engineering or a related field
9 years hands-on experience as a Salesforce Solution Architect with extensive
experience in Service Cloud with at least 2 years of Agentforce
solution/implementation experience
Outstanding business acumen with strong ability to understand complex business
processes/flows and translate them into functional solutions
Strong experience in Service Cloud capabilities and features like Service Console
Case Management Omni-Channel routing Knowledge Management CTI integration
Email integration and Agentforce functionalities
Proven experience and deep understanding of Agentforce design/configuration
Einstein Copilot and Prompt Builder and experience in designing autonomous agents
In-depth knowledge of Salesforce architecture data model and security model
Salesforce Service Cloud certification and Agentforce Agentblazer Legend is a plus
Responsibilities
Gather and analyze business requirements from stakeholders and translate them into
functional specifications for Salesforce solutions
Design and implement Salesforce Service Cloud solutions including Case Management
Omni-Channel routing Knowledge Management and email integration
Design end-to-end Agentforce solution including AI agents orchestrations data models
prompt builds
Design and tune Agent Actions using flows to empower agents to execute business logic
Provide support to end-users on Salesforce Service Cloud and Agentforce functionalities
Experience working with development teams working in offshore
Review the solution implemented by the developers to ensure they adhere to best
practices and standards
Work closely with other solution architects in the team business analyst QA analyst
and project managers to deliver effective Salesforce solutions.
Job Requirements -Qualifications
Bachelor Degree in Computer Science Engineering or a related field
9 years hands-on experience as a Salesforce Solution Architect with extensive
experience in Service Cloud with at least 2 years of Agentforce
solution/implementation experience
Outstanding business acumen with strong ability to understand complex business
processes/flows and translate them into functional solutions
Strong experience in Service Cloud capabilities and features like Service Console
Case Management Omni-Channel routing Knowledge Management CTI integration
Email integration and Agentforce functionalities
Proven experience and deep understanding of Agentforce design/configuration
Einstein Copilot and Prompt Builder and experience in designing autonomous agents
In-depth knowledge of Salesforce architecture data model and security model
Salesforce Service Cloud certification and Agentforce Agentblazer Legend is a plus
Responsibilities
Gather and analyze business requirements from stakeholders and translate them into
functional specifications for Salesforce solutions
Design and implement Salesforce Service Cloud solutions including Case Management
Omni-Channel routing Knowledge Management and email integration
Design end-to-end Agentforce solution including AI agents orchestrations data models
prompt builds
Design and tune Agent Actions using flows to empower agents to execute business logic
Provide support to end-users on Salesforce Service Cloud and Agentforce functionalities
Experience working with development teams working in offshore
Review the solution implemented by the developers to ensure they adhere to best
practices and standards
Work closely with other solution architects in the team business analyst QA analyst
and project managers to deliver effective Salesforce solutions.
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