Salesforce Solution Architect, Service Cloud Voice

About NeuraFlash :

We are a leading AI and Consulting Partner of Amazon & Salesforce obsessed with helping our customers transform their contact centers with AI Powered Experiences.

Our expertise spans across the Amazon ecosystem with Amazon Connect, Lex & Contact Lens and Salesforce ecosystem with Service Cloud Voice, Einstein Bots and Digital Channels, Service Cloud, Field Service, CPQ, MuleSoft, and Einstein Analytics.

We are experts in building experiences grounded in data that transform and optimize the employee and customer journey.

What sets NeuraFlash apart?

Join NeuraFlash, where growth is not just a goal, but a way of life! Since our inception in 2016, we've been on a rocket ship, soaring to an average of 35%+ growth year over year.

This rapid expansion has unlocked a world of exciting career opportunities for our team.

Imagine stepping into the heart of innovation, working with cutting-edge technologies like Salesforce, GenAI, and Amazon.

Here, you won't just keep pace with the industry; you'll set it!

But growth isn't just about the company; it's about you. At NeuraFlash, we believe in endless learning. Our technical boot camps are your gateway to mastering new skills and technologies.

Whether you're diving into GenAI or conquering Service Cloud Voice, we've got your back.

Our success is rooted in the satisfaction of our customers, and our exceptional CSAT score reflects that. Join our team, and you'll play a pivotal role in leading these impactful initiatives, contributing to meaningful change.

We are committed to nurturing positive working relationships, enabling us to harness the full potential of our team and drive success collectively.

Through annual meet-ups in North America and India, as well as quarterly events online or in various regions, you'll build strong, cross-border relationships with teammates around the world.

Ready to become part of the NeuraFlash team? Let's redefine growth and innovation together!

NeuraFlash is looking for a talented Solution Architect to join our growing Service Cloud Voice practice! You'll bring Salesforce project implementations to life by working with our customers to understand their business, identify their requirements, and design, develop, QA, and launch their solutions.

We are building a best-in-class team and this role will have the opportunity to make significant contributions working with the rest of our talented team, exciting customers, and partnering closely with our Salesforce and AI Teams!

YOU'LL HAVE THE OPPORTUNITY TO :

• Facilitate business process reviews to identify customer requirements and processes
• Translate customer requirements into contact center design, leveraging best practices and minimizing the need for custom development
• Configure Salesforce Service Cloud Voice and Amazon Connect solutions
• Develop technical requirements and specifications for customers and the technical delivery team
• Drive best practice contact center design into each and every aspect of solution delivery
• Effectively manage aspects of projects and customer communications
• Deliver customer end user training and documentation
• Oversee and be accountable for the successful completion of all aspects of assigned projects
• Exercise independent judgment, and take the lead role on enterprise level projects with minimal direction from senior management
• Lead vision and strategy discussions with contact center and customer service leadership and management
• Architect and build best-in-class implementations of Service Cloud
• Configure Salesforce Solutions using point-and-click tools available on the platform (e.g., Process Builder and Visual Flows)
• Understand and leverage Salesforce Platform to implement scalable solutions
• Partner with our Artificial Intelligence team to create innovative Salesforce solutions for our customers
• Acquire new technical expertise and understanding of latest Salesforce features and major launches
• Understanding of contact center routing strategies in Salesforce and Amazon Connect

REQUIRED QUALIFICATIONS :

• 3-5+ years project experience in a hands-on position
• 3+ years of experience with Salesforce in a development or configuration capacity
• Understanding of customer service and contact center operations with experience solving Complex Use Cases
• Solid understanding of Salesforce Platform and its architecture
• Experience building Custom Applications, Lightning Experience, Visual Flows, and Process Builders within Salesforce
• Understanding of Release Management, Application Lifecycle Management, Development Lifecycle, and Deployment Best Practices and Governance
• Client facing experience in the following areas : Pre-Sales Activities, Project Management / Ownership, Discovery and Design, Delivering Solution Options to Customers, and Enterprise Application Architecture

PREFERRED SKILLS :

• Any Salesforce Certifications are a plus, preferably Salesforce Service Cloud, Experience Cloud, or Sales Cloud
• Detail-oriented and a strong team player with great communication skills
• Keep an open mind and must be flexible to change

NICE TO HAVES :

• Contact Center architecture knowledge
• Working knowledge of voip communication protocols like SIP, WebRTC
• Experience building contact centers based on Amazon Connect Contact Center solution
• Experience with Workforce Management solutions
• Experience working with outbound dialers, campaign management

What's it like to be a part of NeuraFlash?

• Remote & In-Person : Whether you work out of our HQ in Massachusetts, one of our regional hubs, our India office, or you're one of over half of our NeuraFlash Family who work remotely, we're focused on keeping everyone connected and unified as one team.
• Travel : Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%.

So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients.

Flexibility : Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn't possible.

So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done

Collaboration : You have a voice here! If you work with a team of smart people like we do, it's a no-brainer to take suggestions and feedback on how to keep NeuraFlash thriving.

Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small.

Celebrate Often : We take our work seriously, but we don't take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun.

And while we work hard, we don't forget to slow down and celebrate the big things and the small things together.

Location : NeuraFlash strives to provide you with the flexibility to work in the location that makes the most sense for your lifestyle.

For those that prefer an office setting, this role may be based in any of our hub locations within the United States, and India.

If you prefer to work from your home, we can accommodate remote locations anywhere in the United States for our U.S. based employees, anywhere within British Columbia and Ontario for our Canadian employees, and anywhere within Colombia for our Colombian based employees!