Acumen Solutions Contact Center Solution Architect in Up to 50% Travel, Illinois

This job was posted by : For more information, please see: Acumen Solutions drives excellence - not only in our performance, but also in the results we deliver for our clients. We are a global cloud consultancy that combines the insight of our strategists, the vision of our innovators, and the ingenuity of our engineers to achieve this extraordinary impact. The Fortune 500 trust us to build solutions focused on growing revenue and profits by amplifying competitive advantage and strengthening customer relationships. Our groundbreaking solutions in the public sector streamline operations and improve productivity. We apply this same focus on excellence to our unparalleled social responsibility program, generating sustainable impact across our local communities.Engage with us at or on Twitter @AcumenSolutions.Acumen Solutions is currently hiring Contact Center Solution Architects to join the team in our Chicago, IL location.Roles and ResponsibilitiesThe candidate will be responsible for leading projects through the requirements definition and solution design phases. The candidate will be responsible for the overall solution design to meet the business requirements and fulfill user stories, and for leading a team of resources through the build, test, and deployment phases. The candidate must demonstrate progressive leadership in the full life cycle of the software development environment. Through user story definition, logical data model design, functional system design, and best-practice methodologies, you will be responsible for the detailed design of enterprise-level Salesforce and related technology projects from inception through production support. You will be responsible for providing industry best practices as a trusted advisor to key business and technology stakeholders and identifying areas of product growth. We currently have a Senior level position open for a Contact Center Architect with experience in Salesforce Service Cloud. Specific ExperienceExperience as a Contact Center solutions architect, well versed in multi-channel technologies and telephony platforms, with an emphasis on holistic integration of these technologies with CRM solutions.Deep understanding of customer service methodologies and best practices for a service organization, focusing on call centers / contact center key metrics within each and what it takes to grow from a call center to contact centerExperience working with field service softwareExperience in enterprise-level Salesforce projects using both waterfall and agile software development methodologies throughout the whole life cycle with repeated and demonstrable successExtensive experience with Salesforce configuration, including workflows, validation rules, Process Builder, and security controlsExperience defining business requirements, writing user stories, and providing detailed Salesforce system and functional designsExperience in documenting business processes and wireframing system designs using process flow diagram tools, UML, sequence diagrams, etc. as well as making recommendations for future state improved processes and system designsExpert level experience defining the system architecture landscape, identifying gaps between current and desired end-states, and delivering a comprehensive solution that will enable achievement of the desired business outcomesExperience integrating Salesforce with different business systems, basic understanding of programming logic and constructs, specifically in Salesforce, and their use in software developmentRequirementsBachelor's degree in Computer Science or related field, Graduate degree preferred or related experienceMust be willing to travel (average 50%)Must be authorized to work for any U.S. employerMust meet skills and experience mentioned above in Specific Experien ce4-6 years' experience in Salesforce (or comparable CRM application) configuration and implementing CRM systemsProven experience in overseeing the direction, development, and implementation of CRM software solutionsSpecific knowledge of CRM SaaS products; Salesforce idealStrong knowledge of CRM software quality assurance best practices and methodologiesMust have excellent oral and written communication, presenting, meeting facilitation, negotiation, decision making, and problem solving skillsMust be a team player as demonstrated through a customer qualification of a large scale/enterprise implementation with multiple work streamsMust share a non-branded sample Solution Design Document and present it to an Acumen Solutions interviewerBenefits Acumen Solutions offers the opportunity for growth and advancement, as well as a competitive base salary, annual performance based incentives, medical benefits & 401k.About Us As a leading management and technology consulting firm, Acumen Solutions offers a range of challenging and rewarding opportunities whether you're just starting out in your career, looking to advance your career, or seeking a senior leadership position. Acumen Solutions employees are ambitious, committed, passionate problem solvers. EOE M/F/V/DVEVRAA Federal Contractor