Salesforce Service Cloud Architect

Mérida, Yucatán, MX
Full-time
Remote

The Ksquare Group was established in 2014 in Dallas TX, we are an international company with presence in different countries such as Mexico, the USA, India, and Dominican Republic currently being more than 250 Ksquarians and growing. We offer technological solutions through multidisciplinary Pods specifically designed to meet our customer’s needs. Depending on the skills required by every project, the best professionals are selected to bring all their talent together into achieving mutual goals.

We authentically care about the comfort, wellbeing, and career growth of all our employees making sure integrity, innovation, leadership, accountability, and collaboration continuously stand by one and each one of us. We believe and trust all our outstanding professionals and realize how special they are but what makes us even special is the family we have become trough out the years.

About the role

The Salesforce Service Cloud Architect will be responsible for working with the functional consultants, customer business leaders and technical teams to translate business requirements into functional user stories, design best practice solutions and implementing them using Salesforce Service Cloud along with the suite of Salesforce products including Service Voice & Digital Engagement addon.

**Responsibilities**:

- In this customer-facing leadership role you will be holding discovery sessions and will be acting as the liaison between us and our clients, utilizing your expertise surrounding Service Cloud implementations.
- You will lead clients through the building, testing and deployment of the solutions on the Salesforce platform, providing support from end-to-end of the Service Cloud implementations.
- Configure Salesforce Service Cloud Voice and Amazon Connect solutions.
- Understanding of Contact Center routing strategies in Salesforce and Amazon Connect
- Understanding of Customer Service and Contact Center Operations with experience solving Complex Use Cases.
- Experience with setting up Digital Engagement Channels: Web Chat, SMS, WhatsApp, Facebook Messenger, or Social (Twitter & Facebook).
- Experience with setting up Omni-Channel Configuration.
- Experience with setting up Einstein Chatbots.
- Conduct architecture reviews to ensure Salesforce best practices.
- Provide technical guidance and mentoring to Salesforce team.
- Participate in the Salesforce release management process, including testing and deployment.
- Stay up-to-date on the latest Salesforce technologies and best practices and make recommendations for their use

**Requirements**:

- Bachelor's degree in Computer Science or related field.
- 3+ years implementing Service Cloud and Digital Engagement.
- 1 year implementing Service Voice.
- Salesforce certifications (Certified Service Consultant required).
- Proven experience in designing and implementing scalable, maintainable, and extensible Salesforce solutions.
- Experience in leading technical teams and collaborating with project stakeholders
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Compensation and Benefits
- Competitive monthly gross salary (Payroll)
- Superior law benefits
- Remote work

The Ksquare Group does not and shall not discriminate based on race, color, religion, gender, gender expression, age, national origin, disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring, and firing of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, vendors, and clients. As an equal opportunity employer. We will not discriminate and will take affirmative action measures to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of the conditions previously mentioned.

Why will you love working with us?

We thrive to reach out to tomorrow.
We are a world class team who work together across cultures and disciplines.
Transparency and challenging projects that will let you grow and learn.
We offer to you trust, sensibility and welfare, because you are important to us.