Salesforce Architect

2 weeks ago

United Kingdom Roc Search Full time

We are seeking an experienced Salesforce Architect with a strong focus on Service Cloud, particularly skills-based routing, to lead the transformation of our customer service processes. This role will be crucial in designing and implementing innovative solutions within Service Cloud, ensuring seamless integration with other Salesforce products, including Salesforce Chatter, Sales Cloud, Quality Cloud, Lightning Service, Lightning Admin, and the Service & Loyalty Advocate platforms. The role will also involve leveraging Salesforce Einstein for AI-driven case management and service optimisation.


Fully Remote - Outside IR35 - Paying between £600 to £700 per day (Rates are flexible for the right candidate)


As the Salesforce Architect, you will collaborate closely with business stakeholders, technical teams, and service managers to ensure the successful deployment of Service Cloud functionalities, aimed at enhancing customer experiences, service efficiency, and loyalty.

Key Responsibilities:


Designing Salesforce Service Cloud Solutions:

  • Lead the design and implementation of skills-based routing within Service Cloud to optimise case routing based on agent skills, availability, and workload.
  • Develop a comprehensive strategy for integrating Service Cloud with other Salesforce products, ensuring seamless data flow and an intuitive user experience.
  • Utilise Salesforce Einstein to drive intelligent case management, predictive insights, and automation for enhanced service delivery and operational efficiency.
  • Design and deploy scalable and flexible Salesforce architecture solutions that meet current and future business needs, focusing on optimising customer service operations.


Skills-Based Routing Implementation:

  • Define and configure skills-based routing rules to ensure accurate assignment of customer cases to the most qualified agents.
  • Continuously evaluate and optimise routing logic to improve customer response times and enhance the overall service quality.
  • Work closely with service teams to tailor routing flows in alignment with business objectives, leveraging Salesforce Einstein for smarter routing decisions.


Salesforce Product Integration:

  • Implement and integrate Salesforce Chatter to facilitate collaboration and communication across service teams.
  • Work with Sales Cloud teams to ensure smooth service-to-sales handovers.
  • Collaborate with Quality Cloud to incorporate feedback loops that ensure high standards of service delivery.
  • Optimise the use of Lightning Service and Lightning Admin to support efficient case management and service delivery.


Salesforce Einstein Implementation:

  • Leverage Salesforce Einstein capabilities to automate case classification, prioritisation, and escalation based on predictive insights.
  • Use Einstein Bots to automate customer interactions, providing self-service solutions and optimising agent workloads.
  • Implement Einstein Analytics to provide real-time reporting and performance metrics, enabling data-driven decision-making within the service team.
  • Continuously identify opportunities to enhance service workflows through AI-driven automation and personalisation.


Customisation and Automation:

  • Lead the customisation of the Salesforce platform, including custom objects, workflows, triggers, and automations, to meet specific business requirements.
  • Implement automation tools and workflows to streamline the service delivery process, leveraging Salesforce Einstein to reduce manual intervention and improve efficiency.


Performance Monitoring and Optimisation:

  • Monitor system performance, troubleshoot issues, and ensure the smooth operation of Salesforce Service Cloud.
  • Regularly review service processes, identifying areas for improvement, and implementing Salesforce and Einstein solutions to enhance efficiency and customer satisfaction.


Documentation and Best Practices:

  • Maintain comprehensive documentation of the Salesforce architecture, configurations, and solutions.
  • Establish and promote best practices for development, security, and compliance within the Salesforce environment.

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