Job Summary
The Expert, Salesforce Solution Designer is responsible for defining technical roadmaps and developing client solutions on the Salesforce platform. The role works closely with both Business and Information and Technology (I&T) stakeholders to analyze user requirements, data, and business rules, and design tailored solutions for Sales, Marketing, and Customer Service functions at CN. Throughout the delivery process, the incumbent is accountable for proposing innovative solutions and creating design documentation to guide development. Furthermore, the role supports development and testing, ensures the sustainability of applications, and oversees data accessibility. As the Subject Matter Expert (SME) in solution design, the incumbent champions best practices and standards, defines and executes the team’s vision and roadmap, and drives initiatives to foster continuous improvement.
Main Responsibilities
Lead internal client sessions, understand the business objectives to adequately map processes to relevant Salesforce features
Work closely with architects to design overall application architecture and solution designs, ensuring that solutions align with business goals and functional designs
Understand the points of integration between different systems, within the same landscape, and highlight the potential risks associated with the delivery of solutions
Contribute to growing the Salesforce practice at CN, around implementation approach and the automation of processes wherever needed
Peer review and test deliverables from the development team to ensure the quality of the product
Ensure knowledge is preserved through cross-training for key skill sets
Provide support to the development, testing, and release teams to ensure proper implementation of business requirements
Carry out Proofs of Concepts (POCs) and Research and Development (R&D) for implementation of Artificial Intelligence (AI) opportunities on Salesforce
Serve as a change agent to challenge existing standards and processes in place
Use data to communicate and support opportunities that exist
Be a leader, fostering a culture of design thinking, brainstorming, efficiency, and balancing vision with practicality
Work with Managed Service partners and govern their activities and deliverables
Working Conditions
The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. The role is eligible to participate in CN’s hybrid work policy. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handles pressure, and stress. The role requires minimal travel (5%) within Canada.
Requirements
Experience
Leadership
Minimum 7 years relevant work experience
Experience in leading teams and practices
Experience implementing Salesforce and with agile delivery methodology
*Any experience for these above would be considered as an asset
Education/Certification/Designation
Salesforce Certified Service Cloud Consultant
Salesforce Certified Advanced Administrator
Salesforce Certified Sales Cloud Consultant
Salesforce Certified Administrator
*Any designation for these above would be considered as an asset
Competencies
Sets direction and inspires others
Communicates with impact
Applies critical thinking
Knows the business and stays current on industry needs
Demonstrates agility and drives change
Collaborates with others and shares information
Identifies needs and finds solutions to create value for all stakeholders
Technical Skills/Knowledge
Working knowledge of various Salesforce (SFDC) implementations covering Sales Cloud, Service Cloud, Service Cloud Voice, Marketing Cloud, Experience Cloud, and AppExchange applications
Working knowledge of Administration, Development, Configuration, Customization, Integration and Testing
Expertise in integrating Salesforce Service Cloud with third-party systems (e.g., telephony systems, chatbots) is valuable.
Knowledge of Apex Classes, Visualforce pages and Lightning Components (e.g., Asynchronous Apex using Future Methods, Batch Apex, Schedulable Apex and Queueable Apex approaches)
Knowledge of Salesforce Lightning UI, Lightning Components and Applications, Salesforce Lighting Design System (SLDS), Components, Aura Tags, JavaScript (Client-Side Controller), Apex (Server-Side Controller), Events and used custom Cascading Style Sheets (CSS) in the components
Knowledge and understanding of Salesforce.com Web Service Application Programming Interface (APIs) which includes REST API, SOAP API, Bulk API and Metadata API
Knowledge of APIs for external systems
Familiarity with tools such as MuleSoft or Salesforce's own APIs*
*Any knowledge for any of the above would be considered as an asset
Organizational Impact
Decision Making & Impacts
The Expert, Salesforce Solution Designer guides the overall solution design and architecture, with focus on improving customer support process and enhancing customer experience.
Level of Interaction/Influence
The Expert, Salesforce Solution Designer interacts with individuals internal to CN. More specifically, the incumbent liaises with various stakeholders, including service managers, executives, and technical teams.
Employees Supervised/Organizational Structure
The Expert, Salesforce Solution Designer reports to the Manager, Delivery – Information Technology Enterprise Architecture and has no supervisory responsibility.
About CN
CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.