Design and oversee the implementation of enterprise-wide Salesforce Messaging capabilities to drive digital-first solutions within the Service Cloud ecosystem.
Requirements
- Deep, demonstrable expertise in Salesforce Service Cloud and the Salesforce Messaging/Digital Engagement suite (Chat, Omni-Channel, Einstein Bots, Flow, configuration of various channels).
- Proven track record of designing scalable, secure, and high-performance solutions on the Salesforce platform, particularly for large enterprises.
- Strong understanding of Salesforce architectural principles, platform limitations, governor limits, and integration patterns.
- Experience designing complex automation using Salesforce Flow and understanding its implications within a large instance.
- Expertise in Salesforce security models, data structures, and sharing mechanisms (permissions, profiles, roles, personas).
- Salesforce Certified Application Architect and/or System Architect.
- Salesforce Certified Service Cloud Consultant.
Responsibilities
- Architect end-to-end Salesforce Messaging solutions, defining the technical structure for embedded service deployments, various communication channels, Omni-Channel routing, skills management, Einstein Bots, and related components.
- Develop and maintain the overall technical architecture and roadmap for Salesforce Messaging features, ensuring alignment with broader platform strategy and business goals.
- Provide expert technical leadership and direction to development teams and managers on design patterns, configuration best practices, limitations, and advanced implementation techniques for Messaging.
- Design robust and scalable solutions for complex requirements involving Flows, permissions, personas, and potential integrations related to messaging.
- Establish and govern technical standards, best practices, and design patterns specifically for the Salesforce Messaging implementation.
- Ensure solutions adhere to Salesforce governor limits and optimize for performance, scalability, security, and maintainability.
- Create comprehensive technical design documentation, including solution blueprints, data models, integration points, and sequence diagrams.
Other
- Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to Austin, TX, Warren, MI, or Sunnyvale, CA, three times per week.
- Ability to effectively communicate complex technical concepts to diverse audiences (technical teams, business stakeholders, leadership).
- This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.
- A company vehicle will be provided for this role with successful completion of a Motor Vehicle Report review.
- GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
