QualiTest Group

Are you interested in working with the World’s leading AI-powered Quality Engineering Company? Ready to advance your career, team up with global thought leaders across industries and make a difference every day? Join us at Qualitest!

We are looking for a Salesforce Service Cloud Architect to join our growing team.

Location: Remote - US, Any (Travel Required)

Position Overview

• A Solution Architect with expertise in Salesforce Service Cloud to lead the strategic review, optimization, and implementation of MPLN Salesforce service cloud. The ideal candidate will act as a trusted advisor to MPLN, bridging the gap between business needs and technical capabilities. They will drive process improvements, streamline operations, and ensure that Salesforce is leveraged to its full potential to meet business objectives.

Key Responsibilities

Strategic Guidance and Vision:

• Collaborate with stakeholders to understand business objectives and challenges.
• Define a clear vision for Salesforce Service Cloud optimization, aligned with business goals.
• Develop and present strategic roadmaps to streamline processes and enhance system efficiency.

Business Process Review and Optimization:

• Conduct in depth assessments of current workflows, processes, and system configurations.
• Identify and recommend processes to retain, adapt, or retire to align with Salesforce best practices.
• Map business processes to out of the box Salesforce functionalities to reduce over customization.

Technical Leadership:

• Evaluate the current Salesforce implementation, including customizations, integrations, and data structures.
• Design scalable, maintainable solutions using Salesforce’s standard features and functionalities.
• Address technical challenges, such as performance issues or integration bottlenecks, with innovative solutions.

Stakeholder Engagement:

• Act as a business partner to stakeholders, providing clear insights and justifications for process and system changes.
• Facilitate workshops and discussions to gather feedback, align expectations, and ensure business buy in.
• Support change management efforts to drive user adoption and satisfaction.

Implementation and Delivery:

• Lead the execution of quick win initiatives to demonstrate immediate value.
• Oversee the deployment of long-term solutions, ensuring alignment with the roadmap and business needs.
• Collaborate with cross functional teams, including operations, IT, and external vendors, to ensure seamless execution.

Continuous Improvement:

• Establish and maintain a feedback loop to monitor system performance and user satisfaction.
• Proactively identify opportunities for future enhancements, ensuring scalability and adaptability.
• Track key performance indicators (KPIs) to measure the impact of implemented solutions.
• Qualifications

Education and Experience:

• Bachelor’s degree in computer science, Information Technology, or a related field (master’s preferred).
• 7+ years of experience in Salesforce architecture, with a focus on Service Cloud.
• Proven track record of delivering Salesforce optimization projects, including process redesign and technical implementation.
• Experience in leading Service Cloud transformations

Technical Skills:

• Deep understanding of Salesforce Service Cloud features, including Case Management, Knowledge Base, and Omnichannel.
• Proficiency in Salesforce tools like Flow, Process Builder, and Apex.
• Experience with system integrations, data migration, and API development.
• Knowledge of Salesforce security model, including roles, profiles, and permissions.
• Data Cloud experience would be nice to have.

Business Acumen:

• Strong understanding of customer service operations and workflows. With a focus on the end customer experience and journey.
• Ability to translate business needs into technical solutions.
• Excellent problem-solving skills with a focus on delivering business value.

Soft Skills:

• Exceptional communication and stakeholder management skills.
• Ability to lead workshops and facilitate discussions across technical and nontechnical teams.
• Strategic thinker with attention to detail and a proactive approach.
• Key Deliverables Comprehensive diagnostic report highlighting gaps, risks, and opportunities in the current Salesforce setup.

Vision and benefits case to:

• A detailed roadmap with recommendations for process optimization and system enhancements.
• Implementation of quick wins to demonstrate immediate value.
• Ongoing feedback and refinement processes to ensure long term success and scalability.

Benefits

Why QualiTest?

• Be a part of a company who strives to support for diversity and inclusion in the workplace – we are one, we are many at Qualitest. Celebrate culture, share knowledge with engineers from around the globe, and inspire each other through our differences. We have more than 40% women and around 120 different nationalities.
• Local and global opportunities – we offer you internal rotation and international mobility opportunities to grow your career.
• Clear view of your career and progression with the company – Qualitest is growing massively (since 2021 – tripled our employees base – we now have more than 8,000 engineers) and giving you the opportunity to grow with us.
• Work hard and play harder with our flexible and casual culture. Take a break from work and join an employee event, or enjoy the amenities and games provided from one of our Employees Centers. Save your earnings and prepare for your future by enrolling in our 401k plan where Qualitest will match your contributions accelerating your savings plan.
• Take care of health with enrollment into one of our competitive healthcare benefits. Qualitest will match towards your HSA if you choose to participate.
• Never stop experimenting and learning with QCraft – our Learning & Development platform: 50,000+ courses, 300+ virtual labs, mentorship and leadership programs, professional tribes, sponsored certifications, and much more.
• Stay active and get rewarded with our Corporate Wellness Program. We pay your Gym membership and giving you opportunities to Earn additional vacation times for attendance the gym!
• Earn bonuses via our Client Referral and Employee Referral Program’s. Refer and earn – tap your network for net-worth.
• We recognize our employees work via our Qudos platform - You can earn bonuses and spot awards by celebrating your and your peers’ achievements.
• Planning a vacation? Looking for car insurance? Get access to Qualitest Employee Perks for discounts on anything from travel to electronics. With so many offerings the savings are endless!
• A Competitive pay, the salary range for the role is $160,000 - $170,000.
• Intrigued to find more about us?
• Visit our website at https://www.qualitestgroup.com/
• If you like what you have read, send us your resume and let’s start talking!