Salesforce Solution Architect, ITSM

Provide industry best practices and serve as a trusted client advisor

Facilitate business process reviews to identify customer requirements and processes

Translate customer requirements into Salesforce design, leveraging best practices and minimizing the need for custom development

Leverage Salesforce technology including ITSM, Experience Cloud, and Service Cloud

Develop technical requirements and specifications for customers and the technical delivery team

Drive best practice UX design into each and every aspect of solution delivery

Manage all 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

Partner with our Artificial Intelligence team to create innovative Salesforce solutions for our customers

Required Qualifications:

5+ years of project delivery experience with Salesforce, specifically with Service Cloud and Experience Cloud

2+ years of project delivery experience with Salesforce, specifically with Data Cloud and Agentforce

3+ Years leading and implementing with other ITSM platforms including ServiceNow

Background experience in ITSM/ITIL methodologies

Expert in designing and creating Service Cloud solutions using Salesforce declarative configuration

Demonstrated ability to document requirements for technical resources, and ability to fully understand technical solutions leveraging Apex, VisualForce, Lightning Web Components, and Web Services

Experience leading multiple Salesforce Project deployments including release and multi-environment management, integration to legacy systems using Salesforce APIs, and requiring original code development

Professional experience owning the end-to-end Software/Systems Development Lifecycle (SDLC) including structured code management, project management expertise and process methodology

Experience leading Enterprise Service Cloud projects - including ground-up Service and Sales Cloud deployments

Proven ability to successfully juggle multiple projects, deliverables and deadlines simultaneously

Preferred Skills:

Expertise providing solution architecture on Salesforce Experience Cloud

Salesforce certifications in Service Cloud and Experience Cloud

Ability to understand and assess how business processes can be improved using Salesforce

Proven ability to build strong client relationships, establish credibility, and collaborate effectively within cross-functional teams

B.S. in Computer Science, Engineering, or similar technical degree or equivalent experience

Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash, Part of Accenture 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, Part of Accenture 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.