Senior Salesforce Developers to assist Client's divisions in interacting Call

Our GTA based, Municipal Government Client requires the services of 2 Senior Salesforce Developers to assist their divisions in interacting with each other and their Call Centre.

ROLE:

Client requires efficient online services to address emerging needs and urgent programs. Client's new Work Management System, in combination with the CRM solution (Salesforce), offer an opportunity to build an enhanced capability to share information between integrated divisions and their Call centre.

Responsibilities:

• Optimize the Omni-Channel Service engagement to create a better experience for constituents and drive down call centre operations cost

• Implement optimization opportunities identified during post go live solution efficiency and effectiveness study, including:

Optimize Knowledge Base,

Improve Divisional Integration and information sharing,

Implement Skill Based Routing the right channels & cases to the right agents in order to improve issue resolution and first contact resolution

• Optimize and further leverage Salesforce reporting and analytics to enable a more proactive service delivery, demonstrate the effectiveness of the Call Centre, the value it delivers, and to drive more efficient data-driven decision making and continuous improvement

MUST HAVE:

1.
Salesforce Platform Developer / Platform App Builder (Active status)

2. 5+ years' experience integrating Salesforce with multiple business systems using data integration tools like Apache Nifi , Kafka, Rapid

MQ with understanding of integration patterns.

3. 5+ years' experience in using Visualforce
, Salesforce configurations, Apex classes,
APEX Web services, API, App Exchange deployment, LWC, Aura component, Flows

4. 5+ years' experience implementing Sales Cloud
, Service Cloud, Analytics cloud (Tableau CRM/Einstein)

5. 5+ years' experience in building salesforce native/hybrid mobile app and integrating with salesforce CRM