Salesforce Architect - Service Cloud

The A360 Technical Lead for Salesforce Service Cloud will play an integral leadership role in the high satisfaction of A360’s clients through the design & delivery of scalable, high quality complex solutions for and with our clients. The Technical Lead responsible for owning the overall design of the application as well as recommending best practice solutions based on client business needs and leads teams of developers on projects and internally as a manager. This role demands rigorous knowledge of the Salesforce Service Cloud platform, as well as Salesforce development in Apex, Lightning & OmniStudio, experience in designing complex front-end, back-end and integration solutions, deep knowledge of programming principles and DevOps and leadership experience in guiding a development team

• You are a technical subject matter expert in Salesforce customer service applications and thrive in a fast paced and continually changing environment.  You are a self-driven individual with a “get it done” attitude and a passion to solve complex business and technology problems.
• You are able to work on the ground level and enjoy rolling your sleeves up to help your team but  also have the ability to see the bigger and futuristic picture of our firm and client journeys.   
• You excel in designing efficient, intuitive and integrated applications on the Salesforce Platform. 
• Finally, and most importantly,  you thrive on building teams and employees into the best version of themselves.  

1. Leadership

• Demonstrate technical thought leadership internally and externally
• Continuously implement best practices, standard processes for solutions and emerging concepts to our internal team members to ensure success across all A360 projects
• Identify and lead internal critical initiatives to grow our technology practice; Serve as an active contributor to the overall knowledge-base and expertise of the A360 technology community
• Ability to be a great leader & teammate by coaching, mentoring and training people and taking accountability for successful delivery of projects
• Pursue advanced and upcoming technological solutions in the Salesforce ecosystem and drive thought leadership in Salesforce communities
• Support recruiting, selection and onboarding of developers to projects

2. Project Delivery

• Manage the technical delivery of platform configuration, custom development, integrations, and data migration elements of a Salesforce Service Cloud implementation
• Serve as the expert in enterprise design patterns & creation of design integration architecture diagrams
• Collaborate with client stakeholders to define requirements, deliverables, and set and manage expectations
• Lead in depth technical discussions with our clients
• Translate business requirements into well-architected solutions that best leverage the Salesforce platform within clients’ architectural landscape
• Lead technical design sessions; architect and document technical solutions aligned with client business objectives; identify gaps between client's current and desired end-states
• Present architectural designs to clients and get buy-in on the overall solution
• Follow and help define coding standards. Lead code reviews during projects to ensure quality and appropriate design patterns are followed
• Collaborate with Consultants & Solution Architects to understand customer requirements & overall objectives to translate them into technical specifications for the Developers
• Develop optimal and scalable code design solutions to deliver against requirements
• Follow and enforce development best practices within the development team
• Attend key client meetings to educate and demonstrate development
• Collaborate with developer and consultant roles to design and develop rapid prototypes / proof of concepts to be leveraged as visuals during discovery & design phase

• Hands-on experience architecting and implementing solutions on Salesforce Service Cloud
• Expert level understanding of omni-channel, Digital Engagement, Service Cloud Voice and Service Cloud Einstein
• Experience with typical customer service use cases in retail, banking, insurance and mortgage
• Understanding of systems architecture and ability to design scalable performance-driven solutions
• Understanding of key design patterns and large data volume limitations and best practices
• Understanding of data sharing and visibility considerations and how these play into platform architecture
• Familiarity with platform authentication patterns (SAML, SSO, OAuth)
• Knowledge of data integration tools and experience integrating Salesforce with different business systems (such as CTI and transactional systems)
• Understanding of environment management, release management, code versioning best practices, and deployment methodologies (DevOps)
• Experience with platform security capabilities
• Background in design/development of large web-based or client server systems, or complete software product lifecycle exposure
• Knowledge of object-oriented analysis and design and database design
• Experience providing guidance, coaching, mentoring, and day-to-day direction for project teams

• Minimum 2 years experience in architecting solutions on Salesforce Service Cloud
• Minimum 5 years experience in programming across various languages - APEX, JavaScript, HTML, SQL/SOQL
• Minimum 2 years in a role mentoring a development team
• Degree in Computer Science, Information Technology or equivalent
• Certified as a Service Cloud Consultant, and a Salesforce Application Architect or a System Architect
• Experience in Salesforce release management tools
• Experience with Salesforce testing & CI/CD platforms is a plus
• Experience with CTI applications such as Genesys, NICE, Five9 and Amazon connect is a plus