Senior Solution Consultant

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Job Category Customer Success

Job Details

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

SENIOR SOLUTION CONSULTANT

GDC TEAM

Mexico City

Job Description

DEPARTMENT DESCRIPTION Salesforce Professional Services - Global Delivery Centre (GDC) focuses on delivering strategic engagements that define transformational opportunities and execution of change programs. We are the trusted delivery partner for Salesforce Professional Services that ensures end to end multi-cloud delivery capabilities across all Salesforce technologies and scales with agility for successful customer outcomes! We at GDC strive to foster growth & innovation with focus on performance, productivity & impact.

OVERVIEW OF THE ROLE Our Global Delivery Center is seeking a design-savvy Business Analyst/Solution Consultant to support Solution Delivery opportunities in the Customer Success Group team, lending expertise to the delivery of world-class Salesforce implementations and building the necessary and valuable relationships both internally and externally in order to become recognized as a world class business transformation expert.

YOUR IMPACT You will be working directly with customers to meet their business needs. You’ll create detailed requirement documentation and coordinate development of comprehensive assets to run on the OmniStudio Platform. Through the work on Salesforce Industries, you’ll become a guide in educating the customer about product capabilities, identifying gaps in the processes, and servicing customers via digital channels. You shall also develop leadership skills in Agile software development.

Specific responsibilities include:

• Working closely with our customers, industry experts, product managers, and engineers to investigate business processes at a detailed level.

• Participating in business process redesign, roadmap planning, and identifying touch points in multi-cloud implementations.

• Developing strong client relationships by building trust, rapport and positive working relationships with both internal and external customers, and team members.

• Create prototypes, proof of concepts and sample mockups as a means of eliciting and defining business requirements.

• Crafting and owning user stories/business requirements documents as an outcome of the requirements gathering sessions, and detailing out the user stories in the agile sprints for the scrum team to work upon.

• Collaborating with SFI’s product and design teams to suggest improvements, find opportunities for automation, understand the standard methodologies and create simple and sophisticated flows that deliver the functionality required.

• Utilising knowledge on OmniStudio tools, including OmniScript, FlexCards, Integration Procedures to rapidly construct dynamic, omni-channel interactions.

• Attending daily stand-ups, story pointing meetings, sprint planning, and retrospectives to ensure progress on requests and removal of blockers.

• As required, participating in the UAT and release process, including test planning, development of test scripts, testing logistics, test execution, and status reporting.

• Analyzing the data requirements, structures and integration points of the process, and creating mapping to Salesforce Industry objects or external REST endpoints.

• Documenting work using flow charts, written descriptions, screenshots and videos.

• Reacting to process and product related questions and raising issues to the correct team or to the management as required.

REQUIRED QUALIFICATIONS

• +3 years of experience in enterprise software as business/functional analyst or product owner.

• Salesforce Platform experience.

• Demonstrated capability to understand business strategies and application objectives, and translate those requirements into effective process designs.

• Excellent design skills, including the ability to critique visual elements and optimize user flows.

• Excellent written and graphic communication skills, clearly document requirements and process assets using text, diagrams and videos.

• English advanced skills.

• Expertise in process modeling tools and standard methodologies.

PREFERRED QUALIFICATIONS

• Knowledge of Salesforce Industries.

• Insurance, Health or Telecommunications industry experience is appreciated.

• Hands-on experience of CPQ, EPC

• Knowledge of design thinking processes and tools.

• Experience working with Scrum teams and Agile Methodology.

• Certified Product Owner.

Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.).

Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.