ob Title Salesforce Administrator Location CHICAGO IL , LOCAL CONSULTANTS ONLY (No Relocation Consultants) LOOKING FOR SFDC ADMIN so NO DEVELOPERS please Minimum Years Experience - 8 Education Required - Bachelors Internal Interview Process Details - Video Interview with team - 45 mins Client Interview Details - Video with Client This role needs to be located in the Chicago land area and it will be required to work in the office 2 days/week. Skills Needed Information Technology,Architecture,Consulting,Artificial Intelligence,Business Requirements,Data Modelling,Workflows,Quality Management,Routing,Business Processes,Knowledge Management,Salesforce.Com,Solution Architecture,Offshore Work,Functional Design,Business Analysis,Mobile Application Software,Systems Implementations,Call Centers,Cloud Services,Contact Center Management,Human-Computer Interaction,Security Strategies,Business Logic,Case Management,Commercial Knowledge,Computer Telephony Integration Job Description Salesforce Administrator About the project: Looking to stand up a long-term team immediately to work alongside Salesforce experts completing the implementation to architect the solution, gain knowledge, and continue building after Salesforce's involvement ends. * Salesforce will be replacing Kana with Salesforce, which brings desired capabilities and allows for future opportunities like integration into and the mobile app, efficient workflow management, and AI capabilities. * The Salesforce product being implemented is predominantly 'Agent Force,' a specific SKU, built on Service Cloud, and includes email and web interface channels. About the team and goals: Key focus is transforming contact center case management using Salesforce. Currently, they use homegrown tools like "Copilot" and a basic case management platform called "Kana" from Verint, which they need to replace. The United Contact Center operates 24/7 across 14 countries, four continents, and serves 6,700 agents. The initial implementation is for 1,100 agents with the Kana replacement, but eventually, all 6,700 agents will use Salesforce. Job Description We are seeking a highly skilled Salesforce Solution Architect with extensive experience in Service Cloud and Agentforce to join our dynamic team. The ideal candidate will possess a strong background in Salesforce consulting and a deep understanding of the full spectrum of Service Cloud and Agentforce capabilities. In this role, you will be responsible for gathering complex business requirements, architecting strategic solutions, and the implementation of Salesforce functionalities to drive efficiency within our contact center operations Required Skills - Salesforce Service Cloud Salesforce Agentforce Solutions Architecure Design Job Responsibilities Job Duties - Qualifications Bachelor degree in Computer Science, Engineering, or a related field 9+ years hands-on experience as a Salesforce Solution Architect with extensive experience in Service Cloud, with at least 2 years of Agentforce solution/implementation experience Outstanding business acumen with strong ability to understand complex business processes/flows and translate them into functional solutions Strong experience in Service Cloud capabilities and features like Service Console, Case Management, Omni-Channel routing, Knowledge Management, CTI integration, Email integration, and Agentforce functionalities Proven experience and deep understanding of Agentforce design/configuration, Einstein Copilot and Prompt Builder and experience in designing autonomous agents In-depth knowledge of Salesforce architecture, data model, and security model Salesforce Service Cloud certification, and Agentforce Agentblazer Legend is a plus Responsibilities Gather and analyze business requirements from stakeholders and translate them into functional specifications for Salesforce solutions Design and implement Salesforce Service Cloud solutions including Case Management, Omni-Channel routing, Knowledge Management, and email integration Design end-to-end Agentforce solution including AI agents, orchestrations, data models, prompt builds Design and tune 'Agent Actions' using flows to empower agents to execute business logic Provide support to end-users on Salesforce Service Cloud and Agentforce functionalities Experience working with development teams working in offshore Review the solution implemented by the developers to ensure they adhere to best practices and standards Work closely with other solution architects in the team, business analyst, QA analyst and project managers to deliver effective Salesforce solutions.
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