• Translate business requirements into well-architect-ed solutions that best leverage the Salesforce platform and products • Analyze, design, develop, test, document and deploy high quality business solutions on the SFDC platform based on business needs and industry best practices • Apply best practices and design patterns of best-of-breed applications developed on the Salesforce.com platform

• Troubleshoot and resolve technical issues in Salesforce • Answer questions via tickets, calls, chats and emails • Project manage technical and administrative tasks, all with a sense of prioritization, accuracy and urgency • Salesforce configuration changes including (but not limited to) workflow, process builder, flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards and reports • Clearly and thoroughly document details of case requests and resolutions such that other team members can seamlessly understand the case history • Maintain and contribute to our customer knowledge base • Be resourceful while working with team members to devise creative solutions and/or workarounds to challenging issues

• Develop and deliver new features for our Salesforce applications, including Apex, LWC, and integrations • Maintain existing Salesforce functionality, including Apex, legacy Aura components, and flows • Configure and customize Salesforce environments to meet the needs of the development, QA, and implementation teams • Diagnose and resolve complex issues in production environments • Assist in the design and delivery of complex product implementation requests • Create and maintain technical documentation and participate in code reviews • Follow Salesforce best practices for development and security, as well as company standards for code quality

• Facilitate business process reviews to identify customer requirements and processes • Translate customer requirements into Salesforce design, leveraging best practices and minimizing the need for custom development • Configure Salesforce Service Cloud solutions • Develop technical requirements and specifications for customers and the technical delivery team • Drive best practice UX design into each and every aspect of solution delivery • Manage all aspects of projects and customer communications • Deliver customer end user training and documentation • Oversee and be accountable for the successful completion of all aspects of assigned projects • Exercise independent judgment, and take the lead role on enterprise level projects with minimal direction from senior management • Lead vision and strategy discussions with contact center and customer service leadership and management • Partner with our Artificial Intelligence team to create innovative Salesforce solutions for our customers