Senior Salesforce Developer

Position: Senior Salesforce Developer

Location: Charlotte, NC (Hybrid-3 days WFO)

Experience: 8-12 Years

Type: C2H

Must Have Skills: Salesforce Security, Integration - mainly REST, Best practices for writing scalable and secured development code, Flows, Omni Channel, Asynchronous Apex, Sales cloud, Visualforce, Contact Center.

Salesforce Platform Management

• :Serve as the primary system Architect for our Salesforce environment with over 500 users
• .Utilize declarative tools such as Flow Builder, Validation Rules, and Lightning App Builder to customize and optimize the platform
• .Perform system audits, manage data integrity, and oversee system upgrades to maintain platform health

.Omnichannel Implementation and Management

• :Implement and manage Omni-Channel routing to optimize workload distribution across voice, chat, and email-to-case channels
• .Configure and maintain Entitlements and Milestones to ensure adherence to service level agreements
• .Set up and manage Escalation Rules to automate support processes and improve response times
• .Integrate and manage Vonage Contact Center solutions to enhance communication efficiency

.Salesforce Knowledge Management

• :Extensively manage and configure Salesforce Knowledge, including creating, categorizing, and maintaining knowledge base articles
• .Optimize the knowledge base for internal users and customer self-service portals
• .Implement best practices for the knowledge article lifecycle, including drafting, reviewing, publishing, and archiving

.Messaging for Web Implementation

• :Configure and deploy Messaging for Web to provide real-time customer support on web platforms
• .Implement Einstein Bots alongside Messaging for Web to provide automated assistance

.Automation and Productivity Tools

• :Develop and manage Macros, Quick Text, and Email Templates to streamline support operations
• .Automate service processes using Flows for advanced process automation

.Analytics and Reporting

• :Create custom Reports and Dashboards to monitor service performance metrics and key performance indicators (KPIs)
• .Utilize Einstein Analytics to gain deeper insights into service operations and customer behavior

.Customer Self-Service Platforms

• :Configure and manage Experience Cloud sites for customer self-service, including knowledge base access and case submission

.Security and Compliance

• :Ensure compliance with industry regulations such as SOX, GDPR, and FINRA
• .Implement data security best practices, including the use of Salesforce Shield features
• .Maintain high standards of data governance and integrity across the platform

.Platform Innovation and Optimization

• :Stay current with the latest Salesforce features and releases to identify opportunities for improvements and automation
• .Lead technical initiatives to enhance platform functionality and user experience
• .Analyze and resolve technical issues promptly to minimize downtime

.Qualifications

:Certifications (Required)

• :Salesforce Certified Administrato
• rSalesforce Certified Advanced Administrato
• rSalesforce Platform App Builde
• rAt least one Salesforce Consultant certification in Sales Cloud or Service Clou

dExperience

• :Minimum of 5 years of hands-on experience as a Salesforce Architect in complex environments
• .Extensive experience with Salesforce Knowledge, including configuration and management
• .Proven expertise in implementing and managing Omni-Channel routing in voice, chat, and email-to-case environments
• .Experience with Messaging for Web
• .Familiarity with Vonage Contact Center or similar telephony platforms is highly desirable
• .Familiarity with Flosum or similar Salesforce DevOps tools is a plus

.Technical Skills

• :Proficient in Salesforce declarative development tools
• :Flow Builde
• rValidation Rule
• sLightning App Builde
• rStrong understanding of Entitlements, Milestones, and Escalation Rules
• .Hands-on experience with Salesforce Einstein tools relevant to service operations
• :Einstein Next Best Actio
• nEinstein Prediction Builde
• rEinstein Opportunity Scorin
• gEinstein Case Classificatio
• nKnowledge of Salesforce security features and best practices, including Salesforce Shield

.Data Management

• :Expertise in data modeling, data migration, and maintaining data integrity within Salesforce
• .Familiarity with data loading tools and techniques for large data sets

.Industry Experience

• :Experience in the financial services industry is highly desirable
• .Understanding of compliance requirements specific to financial institutions