Expert, Salesforce Solution Designer

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.  

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