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Job Title: Salesforce Solution Architect
Location: Charlotte, NC (Onsite)
Duration: 12 Months
Job Description:
• The CRM Solution Architect is a highly motivated, skilled expert who embraces an entrepreneur approach with a strong work ethic.
• This position primarily focuses on solving business challenges for Capgemini's customers with Business Outcome based solutions that includes areas like customer experience, customer servicing, service center solutions, etc.
• Good to have solutioning experience around platforms like Salesforce and Dynamics and good understanding of how these systems will connect into the broader IT ecosystem using modern integration patterns.
• You will be required to assess customer needs and strategize offerings and solutions that justify business outcomes.
• The Solutions Architect is well versed in understanding the solutions/functions in CRM, Customer Service.
• Expert in one or more of the CRM (Salesforce, Dynamics, etc).
• Integration with Guidewire policy center and a grounding in insurance processes-engaging senior client stakeholders, enterprise/solution architects for getting alignment on the solutions-Customer 360/customer data initiatives-integrating the different solution components across the IT ecosystem.
• New age integration patterns REST/etc.
• Cloud technologies capabilities like AWS/Azure/etc.
• Solution design and implementation best practices.
Responsibilities:
• Serve as a digital solution architect with SME knowledge in designing, implementing solutions in the contact center, etc space.
• Implementing capabilities including (but not limited to): Omni-channel experience, sales management, opportunity management, Queuing, routing, and experience, Softphone, Voice Authentication, Desktop Process Automation and Analytics, Speech Analytics, Call Recording.
• Create/contribute to helping customers build business cases for transformation from a technology standpoint.
• Conduct roadmap sessions with business leadership, vendor architecture and sales support.
• Define/blueprint and implement technology solutions, integrations, AI/ML to enhance customer experience.
• Define and drive POCs/pilots/MVPs to scale implementations.
• Preferably understand domain driven design (DDD) and conduct solution design workshops.
• Provides solution consulting, technical design, and sales support for account opportunities.
• Provides ownership of Technical Solution Deliverables.
• These could include Participating in Discovery and consulting engagements.
• Documentation of Business Requirements, Infrastructure Requirements.
• Participating in Solution/Delivery Assurance oLead the programs from solutioning to implementation/rollout
Skills:
• Bachelor's degree with 15+ years of total experience in Information Technology.
• 10+ years providing and implementing solutions in CRM (Salesforce).
• Hands on experience designing, implementing CRM/Experience solutions in Salesforce.
• Proficient in understanding how CRM works tightly with Policy admin systems.
• Leading major digital solution architecture and implementation programs in the space.
• Ability to foster and maintain strong client relationships.
• Ability to present and engage CxOs/Head of Architecture/senior stakeholders.
• Excellent communication skills and ability to provide demos or workshops.
Nice to Have:
• Experience providing digital experience, business automation solutions using CRM as well as AI/ML, contact center technologies.
• Good understanding of public cloud (AWS, Google, Microsoft) computing architectures and services.
• Preferred entrepreneurial mind set and used to working in a dynamic work environment.
• Preferred recent hands on experience on one of the many CRM platforms (Salesforce, Dynamics) and Contact center platforms (Genesys, NICE).