Salesforce Engineer

TITLE: Salesforce Engineer

LOCATION: Remote

TRAVEL: TBD

About Us

The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions.  This purpose defines who we are and extends to relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results.

About The Team

We are problem solvers working with leading agencies and organizations to help them address many of today’s most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.

What you’ll be part of – TPG Culture

At TPG, we expect incredible tangible results. TPG professionals play a unique role in delivering these results.  We reach across disciplines and borders to serve our global organization.  We provide a roadmap for focusing on people, our work, and continuous improvement.  We see people as people, take care of each other, commit to the mission, move quickly and bravely, get better every day, and seek truth.  We are the backbone of TPG. 

About the Role

We are seeking a technical, highly organized, and detail-oriented Salesforce Engineer to join our team. As a Salesforce Engineer, plays a critical role in developing and maintaining Salesforce solutions to support the operations of our contact center. This position involves the design, customization, integration, and ongoing management of Salesforce for a contact center and related technologies to ensure efficient and effective customer service operations.

What You’ll Do

You will be responsible for designing, implementing, and maintaining Salesforce solutions that enhance and optimize contact center operations. This role requires a deep understanding of Salesforce's solutions in relation to a contact center technology, as well as proficiency in customizing and integrating Salesforce to meet the specific needs of a contact center environment.

Responsibilities include, but are not limited to:

• Work closely with business stakeholders and contact center teams to understand their requirements and design customized Salesforce solutions that address their needs.
• Configure and customize Salesforce to optimize its use in the contact center, including setting up workflows, automation rules, case management, knowledge base, and email templates.
• Integrate Salesforce with other contact center technologies such as telephony systems, chat platforms, and third-party applications to create a seamless customer service experience.
• Understand Salesforce's technical architecture and capabilities, including custom object design, workflows, automation, data modeling, and integration options.
• Implement data models and architecture for Salesforce to ensure data accuracy, security, and accessibility, including data migration, transformation, and maintenance.
• Create process automations and workflows using tools like Process Builder, Flow, and Apex code to streamline contact center operations and improve agent productivity.
• Develop and maintain Salesforce reports and dashboards to provide insights into contact center performance, customer interactions, and service KPIs.
• Provide training and support to contact center agents and staff to ensure they are proficient in using Salesforce tools and features.
• Create and maintain comprehensive documentation related to Salesforce configurations, customizations, and integrations.
• Ensure that Salesforce configurations and practices align with security and compliance standards, such as GDPR, HIPAA, or industry-specific regulations.
• Ensure ongoing support and maintenance of Salesforce solutions, addressing any post-implementation issues or enhancements.

Minimum Qualifications & Skills

• B.S in Information Systems, or related field or equivalent work experience
• 5+ Years of Salesforce engineer experience
• Tier 4 Clearance
• Salesforce certification (preferred)
• Proven experience in Salesforce implementation and customization, with a focus on contact center solutions.
• Proficiency in understanding and discussing technical concepts related to Salesforce, databases, and integrations.
• An understanding of business processes and the ability to align Salesforce solutions with organizational goals and objectives.
• Proficiency in Salesforce development tools, including Apex, Visualforce, Lightning components, and Salesforce APIs.
• Strong understanding of contact center operations and technology, including telephony systems, IVR, and chat platforms. (Genesys a plus)
• Strong problem-solving skills to address technical and project-related challenges.
• Excellent communication and interpersonal skills, as the role involves interactions with both technical and non-technical stakeholders.
• Strong problem-solving skills to address technical and project-related challenges.
• Experience leading and motivating cross-functional teams to achieve project goals.
• Experience working with Salesforce consultants or vendors when necessary.
• Team Oriented
• Be able to handle a fast-paced environment

Work Environment

This is a remote opportunity where occasional travel could be required.  Since this is a remote role, must have a dedicated workspace conducive to full videoconferencing (camera and audio) for facilitating webinars and online discussions.

Work Schedule

This is a full-time position, but hours could vary depending on needs. May include travel, evenings, and weekends to meet different time zones and projects.

Condition of employment: 

• Complete a rigorous culture and competency testing process 
• Complete a Drug Test
• Must be at least 21 years of age
• A valid US Driver’s license
• Have the ability to obtain a Public Trust Clearance Tier 4

Security Clearance Requirements:

• Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information.
• Must be a U.S Citizen or Permanent Resident
• Residency requirement - 3 consecutive years in the last 5 years.

Physical Demands

• Standing/Walking/Mobility:  Must have mobility to attend meeting with other managers and employees.
• Climbing/Stooping/Kneeling: 10% of the time.
• Lifting/Pulling/Pushing: 10% of the time.
• Fingering/Grasping/Feeling:  Must be able to write, type and use a telephone system 100% of the time.
• Sitting:  Sitting for prolonged and extended periods of time.

For more information about the company please visit our website at https://www.theprovidenciagroup.com

Providencia is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.