|Location||San Francisco, CA|
|Date Posted||February 11, 2019|
1-2 year contract in downtown San Francisco;
• We are looking for an energetic Technology Solution Architect to join our San Francisco-based Customer Support Tools group. You’ll provide deep technology architecture and design leadership to the team that develops and maintains our Salesforce CRM platform, Help Site and agent tools. This 24/7/365 always-on technology stack is used by thousands of advocates (our term for agents) and millions of customers. You’ll contribute to development of the strategic roadmap and work with the CS Tools Product Manager and Readiness Team to refine functional requirements and implementation architecture and design. The design / dev / QA team members will expect your expertise to help make efficient and reliable technical implementation decisions. Along the way, you’ll be a driver of Best Practices, a champion of agile / continuous development, and a partner with the CS Operational Readiness team responsible for day-to-day site operations. This is a high-visibility position for a passionate, self-directed but intensely collaborative individual.
o Own the Salesforce Service Cloud and Agent Tools technical architecture.
o Advocate for Best Practices that maximize value from its investment in Salesforce Service Cloud and other cloud technologies.
o Assist in the evaluation and onboarding of new vendors, integrations, packages, and various partners.
o Foster a direct working relationship with Salesforce Inc. Account Managers, Engineers, Product Managers and CSMs.
o Be the expert! Maintain architectural oversight on all features, processes, and integrations.
o Listen to others! Work closely with outsourced development and customer site operations partners spread around the world.
o Be hands-on! When needed, lead outage response teams, deep dive into Apex exceptions, earn the respect of the Site Ops team, work in real-time with Salesforce Signature Service to keep operational disruptions to an absolute minimum.
o With Security, perform security audits including but not limited fraud patterns, identity control, and SOX-compliance for financial integrations.
o You must have a passion for Customer Service, as you’ll regularly sit side-by-side with advocates working live customer interactions to gain insights for system improvements.
o Be an agile development champion, work closely with the PMO and Scrum Master to support efficient and timely development processes.
o Provide support to the CS Analytics team on what data is available, and the best way to capture and action on that data.
o At least 6 years of CRM technical experience, including at least 3 years involving Salesforce Service Cloud.
o At least 3 years of solution architecture and integration/design experience with the Salesforce Platform. This is more than raw developer experience.
o Proven core Salesforce System Admin skills and knowledge, including user management, workflows/rules, page and custom object configuration, Site and Community administration.
o A solid understanding of Customer Support operations, including CTI, multi-channel, high-volume public community/help site and case handling processes.
o Demonstrated ability to work collaboratively with cross-functional business partners, including Site Operations, Readiness, and a distributed development team.
o Exceptionally strong oral and written communication skills, capable of presenting to executives both internal and external.
o Ability to brainstorm and champion new ideas to the appropriate stakeholders, coordinating with multiple teams.
o Ability to engage in technical design and implementation conversations with mobile app dev, large-scale site infrastructure, and third-party integrated cloud technical teams.
o Detail-focused, accountable and willing to take on the challenge of supporting great tools used by high-powered, fast-paced teams.
o Plays well with others – you’ll be collaborating directly with several key stakeholders and many different teams across the product, platform and CS landscape.
o Demonstrated problem solving aptitude, including working with others to quickly reach sustainable resolutions.
o Bachelor’s degree in IT, CS or related discipline or equivalent number of years’ work experience.
o Excellent teamwork skills, flexibility, and ability to handle multiple concurrent tasks.
o Experience and passion for identifying ways to do things better and a sense of ownership that leads to the creation and implementation of new better methods and practices.