Senior Associate - Salesforce Service and Experience Cloud

📋 Description

• • As a Senior Associate specializing in Salesforce Service and Experience Cloud at Riveron Consulting, you will be at the forefront of designing, implementing, and optimizing cutting-edge solutions that redefine customer service and engagement.
• • This pivotal role demands a deep understanding of client service processes, requiring you to meticulously translate complex business needs into robust and scalable Salesforce configurations.
• • You will be instrumental in architecting solutions that leverage the full power of Salesforce Service Cloud, including advanced case management, comprehensive knowledge base systems, sophisticated omni-channel routing capabilities, and the seamless integration of chatbots and CTI systems.
• • Your expertise will extend to building and enhancing branded customer and partner portals using Experience Cloud, ensuring a unified and intuitive user journey.
• • A key aspect of your responsibility will involve guiding clients through critical buy-vs-build decisions, providing expert recommendations on leveraging out-of-the-box (OOB) features versus the necessity for custom development.
• • You will be responsible for creating detailed functional requirements, comprehensive solution designs, and clear system architecture diagrams, including Entity Relationship Diagrams (ERDs), to ensure clarity and alignment across project teams and stakeholders.
• • The role requires hands-on configuration of core Service Cloud functionalities such as Case Management, Knowledge, Omni-Channel, Entitlements, Digital Engagement, Chatbots, and Computer Telephony Integration (CTI).
• • You will also implement Field Service functionalities and sophisticated survey mechanisms to gather valuable client feedback.
• • Integration with third-party applications, including popular CTI solutions (e.g., Nice Incontact, TalkDesk), survey platforms (e.g., Survey Monkey), and data backup solutions (e.g., OwnBackup), will be a significant part of your work.
• • Developing insightful reports and dynamic dashboards tailored to specific client requirements will be crucial for performance monitoring and strategic decision-making.
• • Configuring Single Sign-On (SSO) solutions to enhance security and user experience is also a key deliverable.
• • You will identify and define integration requirements, proposing effective approaches for seamless data flow between Salesforce and other enterprise systems.
• • A substantial part of this role involves building and customizing Experience Cloud sites, catering to both customer-facing and partner portals, including Partner Central and Self-Service Portals.
• • You will configure and optimize Experience Cloud features such as Experience Builder, Customer Service, Chatbots, Knowledge, and Chatter to create engaging digital experiences.
• • Customizing Experience Cloud templates to align with client branding guidelines and enhance usability across all devices will be a core responsibility.
• • Ensuring responsive design principles and accessibility standards are met across various devices and platforms is paramount.
• • You will prepare detailed configuration runbooks and provide guidance to the development team, ensuring smooth deployment and knowledge transfer.
• • Conducting comprehensive user training sessions and developing clear, concise documentation will empower end-users and ensure successful adoption of the implemented solutions.
• • This role offers a unique opportunity to work with a diverse range of clients, from global enterprises to high-growth private companies, solving their most complex finance and operational challenges through the strategic application of Salesforce technology.
• • You will contribute to Riveron's DELTA values – Drive, Excellence, Leadership, Teamwork, and Accountability – within an entrepreneurial and collaborative culture.
• • Your work will directly impact client success and foster your professional growth through mentorship and challenging projects.
• • This position is ideal for a seasoned Salesforce professional looking to deepen their expertise in Service and Experience Cloud and make a significant impact in a dynamic consulting environment.