We are a top-tier management consulting firm.

Join us and help transform leading organizations and communities around the world. The scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.

As a part of our growing Emerging Technology Practice team you can make great ideas happen for some of the world’s most dynamic companies while working for a world class SFDC consulting organization.

We are seeking Salesforce.com Service Cloud Professionals with specific experience in Business Architecture, Functional Solutions or Technical Architecture related to enterprise Service Cloud implementations. Some of the experience and skills we are looking for in each area include:

Business Architect:

• Well rounded expertise in all aspects of contact center operations (work distribution, scheduling, forecasting, process improvement, training, performance management, and continuous improvement).
• Ability to create operational process flows, define case reasons, routing rules, reporting requirements, support the interface design, UAT, change management and user migration.
• Customer service business process design experience.

Functional Architect:

• Experience working with business process and development teams to design, implement and deploy Salesforce.com Service Cloud applications to a wide variety of clients at the enterprise level
• Ability to develop business requirements and functional designs to effectively demonstrate solutions that address customer requirements
• Knowledge of Call Centers, Contact Centers or Delivery Centers, including an understanding of key operational metrics and performance indicators used to manage a Customer Support environment and knowledge of the relationship between a Customer Support environment and other Business units

Technical Architect:

• Experience implementing force.com and Service Cloud platforms.
• Broad technical background and expertise in all aspects of the Service Cloud platform including cloud applications, security, and integration to technical and non-technical audiences.
• Experience with end-to-end solution architecture definition and implementation including application architecture, integration architecture, data, performance and security architecture and expertise in how Salesforce integrates with the key technology enablers used within a Customer Support environment.

Must-haves:

• Bachelor’s Degree
• Minimum of 3 years of Salesforce.com Service Cloud implementation experience and/or Contact Center/ Customer Service operations experience
• Ability to travel Monday – Friday to clients’ sites

Pluses:

• Salesforce.com certifications (Admin, Service Cloud Consultant)
• Experience with Oracle-Siebel, ServiceNow or SAP
• Customer service business process design experience
• Ability to facilitate requirements and design sessions with 10-20 client stakeholders
• Design through deploy experience.
• Background with technical architecture and security concepts (integration patterns, architecture styles, data security).
• Understanding of key SFDC architectural concepts (e.g. API and governor limits).

All candidates must reside and have a right to work in the USA, without the need of current or future sponsorship. 

Travel Monday – Friday is required.