About this role
Job title: Service Cloud Architect - R01526359
About the Role Service Cloud Architect responsible for designing and delivering Salesforce Service Cloud solutions for Brillio clients, with focus on Omni-channel, live agent, case management, and CTI/telephony integrations. You will partner with cross-functional teams to drive scalable, best-practice architectures and enhance customer experience.
What You'll Do
- Lead Omni-channel implementation and live agent setup within Salesforce Service Cloud.
- Architect and deliver case management and case warming strategies; address workload balancing issues.
- Implement CTI and telephony integrations and drive workforce management considerations.
- Apply Salesforce best practices and design patterns; ensure a 360-degree view by integrating with other systems.
- Collaborate with architects from other teams to propose and refine solutions.
- Leverage Conga Composer for document generation as needed.
- Mentor team members and propagate architectural standards across projects.
What We're Looking For
- Proven experience as a Salesforce Service Cloud Architect.
- Strong knowledge of Omni-channel, live agent, case management, case warming, CTI/telephony, and workforce management.
- Familiarity with Einstein (basics; nice to have Advanced Einstein).
- Proficiency with Salesforce architecture, best practices, and limitations.
- Experience with integrations and 360-degree view implementations.
- Experience with Conga Composer.
- Calm, patient, and able to handle issue resolution with stakeholders.
Nice to Have
- Advanced Einstein
- Enhancing client, support user and end-client experience
- Inter-team collaboration with other architects before and after proposing a solution
Compensation & Benefits
- Salary range not disclosed in the posting. Brillio emphasizes a Great Place to Work certification and ongoing professional growth opportunities.