Job Description
Client: Actalent
▪ Job Description:
Were looking for a Senior Technical Salesforce Architect to partner closely with Customer Support and Operations and drive CRM transformation. This person will sit with users, understand how support teams actually work (dispatch, billing issues, case resolution), and design scalable Salesforce solutions that improve efficiency and customer experience.
▪ Key Focus Areas
Design and automate end‑to‑end Customer Support processes in Salesforce
Define a target‑state CRM strategy (what modules to use, what to customize)
Build automation with Flows, Omni‑Channel, routing, SLAs, and escalations
Improve agent productivity through Service Console optimization
Enable self‑service via Experience Cloud
Implement Knowledge Management, integrations (telephony, Jira), and CSAT
Deliver executive dashboards for visibility into support performance
Ideal Profile
▪ Hands‑on Salesforce Solutions Architect / Engineer
Strong Service Cloud and automation experience
Comfortable partnering with business users and driving change
Strategic thinker with a builders mind-set
