Salesforce Service Cloud Architect

We are looking for a Salesforce Service Cloud Architect to join our dynamic team. In this role, you will be responsible for designing, implementing and developing Salesforce Service Cloud and Experience Cloud solutions that support our Customer Support processes. You will work closely with cross-functional business teams and technical teams to design the architecture and implementation of Salesforce Service Cloud and Experience Cloud related enhancements, projects, and resolve incidents. This role requires a combination of analytical, technical, business, and communication skills.

This role is part of the IT GTM (Go-To-Market) Systems team that is responsible for supporting the Sales, Marketing, Support, Global Services, Customer Success, and Alliances functions. The right candidate has empathy, curiosity, and desire to improve and constantly learn; has deep technical experience in all the capabilities and functionalities of Salesforce Service Cloud and Experience Cloud and the Force.com platform; and a proven track record of driving best practices and processes. Position is hybrid, with 3 days in Dublin, CA office.

In this role you will…

• Design the architecture, develop and implement Salesforce Service Cloud and Experience Cloud solutions that support our Customer Support processes
• Design, develop, enhance, debug, support, analyze, maintain and test new and existing Salesforce Service Cloud and Experience Cloud functionality, related managed apps and connected applications
• Work closely with cross-functional teams to gather requirements and design Service Cloud and Experience Cloud solutions that meet business needs
• Collaborate with other developers and administrators to ensure the successful delivery of Service Cloud and Experience Cloud solutions
• Participate in key phases of the Salesforce development lifecycle, including solution design, configuration, code development, testing, and deployment
• Troubleshoot and resolve technical issues related to Customer Support processes
• Keep up to date with the latest Salesforce Service Cloud and Experience Cloud features and functionality, and make recommendations for improvements
• Proactively seek opportunities for process improvement: identify and resolve process bottlenecks, data issues, and inconsistencies to help improve operational efficiencies

You Have What It Takes If You Have…

• Strong understanding of Customer Support processes in a B2B SaaS business environment
• Excellent functional and technical skills in Salesforce Service Cloud and Experience Cloud, including hands-on experience with Apex programming language, Salesforce tools and technologies, and other related technologies
• Over 8 years development experience; at least 5 years of experience in writing Apex code and triggers, VF pages & Lightning Web components, SOQL, SOSL,
• Proven experience in configuring, handling, and customizing Salesforce Service Cloud and Experience Cloud for large organizations
• Track record building Service Cloud solutions including Case Management, Knowledge Management, Articles, Community/Experience Cloud, Chat, CTI, Survey, Entitlement, SLAs
• Experience with multiple customer contact channels (Phone, Chat, SMS, Social, Email), general Contact Center Key Performance Indicators (KPIs), skill-based routing concepts and architecture, and omni-channel administration
• Knowledge in developing and deploying solutions using Salesforce Lightning (Lightning Design System/Lightning App Builder/Lightning Web components)
• Experience leading technical requirements gathering and building solutions from those requirements; working at-scale by reusing components and code to push apps out fast
• Experience with development tools, including Force.com IDE or Copado, Github, and others
• Preferred experience/certification: Salesforce Certified Administrator, Salesforce Service Cloud Specialist, Business Analyst experience, Familiarity in Agile development methods
• BA/BS degree in Computer Science, similar technical field of study or equivalent practical experience
• Commitment to valuing diversity and contributing to an inclusive working and learning environment.
• Consideration for privacy and security obligations

Total Rewards:

At Cornerstone, our transparent total rewards program is based on three core tenets: equitable pay, market dynamic research, and skill-based appraisal.
The base salary range for this position is: $138000 - $220600 USD
In addition to competitive base pay, the compensation package for this role may include other incentives like bonus or commission, along with a generous benefits package. Additional base pay may be available if you reside in a high-cost metro area (New York City or San Francisco Bay Area).
This range reflects the minimum and maximum salary for this position. Where an individual’s pay falls within the range is determined by factors including, but not limited to, job-related skills, experience, and relevant education or training.

Our Culture:

Our mission is to empower people, businesses and communities. A culture created less by what we do and more by who we are. When people ask what our team is about, we point to our core values: champion customer success, bring our best, achieve together, get stuff done, and innovate every day. We're always on the lookout for new, curious and capable people who can help us achieve our goal and we are seeking diversity in the people who join our team. We want to make sure that our company reflects the demographic of our customers, clients, and the communities in which we operate. So if you want to work for a friendly, global, inclusive and innovative company, we'd love to meet you!

What We Do:

Cornerstone is a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstone’s people development solutions are successfully used by more than 100 million+ people in 180+ countries and in nearly 50 languages.

Cornerstone takes special care to ensure the security and privacy of the data of its users.

Check us out on LinkedIn, Comparably, Glassdoor, and Facebook!

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com.

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