Salesforce Technical Architect - CONTRACT

GFT Technologies – Proud GPTW 2024!

New York, New York, United States

Location: Remote

Job Type: Contract

Duration: 3 months

Daily Rate: $900

GFT is looking for a Salesforce Technical Architect to integrate the team of a trusted Salesforce and Mulesoft consulting client, specialized in enterprise integration and customer-centric implementations. This team delivers highly scalable and optimized solutions to clients in healthcare, finance, supply chain, manufacturing, and non-profits.

The successful candidate has deep expertise in Service Cloud Voice for Partner Telephony, and ability to design and implement large-scale call center solutions. This role requires hands-on experience in configuring and integrating Service Cloud Voice with telephony partners such as Talkdesk, Cisco, Five9, orVonage. Strong technical background in queue management, escalation workflows, Omni-Channel, and Digital Engagement is required.

As a GFT contractor, you will be part of a high performing team of professionals within a 12,000+ team members global organization which is developing and implementing technology solutions for its clients and partners.

Responsibilities:

•          Architect and implement Service Cloud Voice solutions for enterprise-scale contact centers;

•          Lead the Service Cloud Voice for Partner Telephony integration process, ensuring seamless connectivity between Salesforce and third-party telephony providers (Talkdesk, Cisco, Five9, Vonage, etc);

•          Configure queues, escalation queues, and workflows to optimize agent productivity and enhance customer service;

•          Design and implement Omni-Channel and Omni-Supervisor Console for effective case routing and workload management;

•          Enable customer interactions via email, SMS text, and call from the Case or Account object, ensuring a seamless multi-channel experience;

•          Implement Digital Engagement strategies to enhance real-time agent and customer interactions across multiple communication channels;

•          Optimize IVR flows, call routing, and automated escalation processes within Service Cloud Voice;

•          Collaborate with business stakeholders to define requirements, solution designs, and best practices for scalable contact center implementations;

•          Troubleshoot and resolve Service Cloud Voice and partner telephony integration issues;

•          Leverage Salesforce AI capabilities, including Einstein Conversation Insights,  gaining actionable insights from call recordings to enhance agent performance;

•          Einstein Bots – Automate interactions and assist customers via chat or voice before escalating to agents;

•          Agent force AI – Empower agents with real-time AI-powered recommendations to improve customer service efficiency;

•          Next Best Action – Guide agents with AI-driven recommendations based on historical data and customer context.

Mandatory Requirements:

• 5+ years of experience as a Salesforce Technical Architect with a strong background in Service Cloud Voice;
• Strong expertise in Service Cloud Voice and Partner Telephony integrations;
• Proven experience in designing and setting up large contact centers using Salesforce;
• Hands-on experience integrating Talkdesk, Cisco, Five9, or Vonage with Salesforce;
• Deep understanding of queues, escalation workflows, IVR call flows, and real-time agent monitoring;
• Proficiency in Omni-Channel, Omni-Supervisor Console, and Digital Engagement.

Nice to Have:

• Salesforce Service Cloud Voice Accredited Professional;
• Salesforce Certified Service Cloud Consultant;
• Salesforce Certified Platform Developer;
• Experience with API integrations, telephony platforms, and middleware solutions;
• Strong problem-solving, communication, and leadership skills.

About Our Core Values:

We live up to them because we truly believe they are vital to all of our daily lives:

Caring

Committed

Courageous

Collaborative

Creative

It is values that create a bond between people and allow them to act in unison as a team. In fact values are pivotal to performance.

Check our Videos and Website to Find Out More:

https://www.youtube.com/watch?v=K2TaO69jb2M (Updated video – June 2024

https://jobs.gft.com/job/

https://www.gft.com/us/en/career

Diversity & Inclusion Statement:

At GFT we  are committed  to  cultivating,  fostering,  and  preserving  a  culture  of  diversity, equity and inclusion. We want to attract, recruit, develop and retain the most talented employees, regardless of their  background. We are guided  by  our  values  in  everything  we  do, and  recognize  that being  a  diverse  and  inclusive  employer  helps  us  fulfill  our social responsibility  to  make  a difference.