Job Details

Salesforce Technical Lead - Customer Service

Location: 5918 STONERIDGE MALL RD, Pleasanton, California 94588

Description
Albertsons Companies is one of the largest food and drug retailers with 2,300+ stores. The Albertsons Companies family of brands includes some of the most prominent brands in food retailing, with a growing base of loyal shoppers. Thanks to the professionalism, diversity, spirit, and friendliness of our people, we have locations across the U.S.

The IT Digital Customer Service technology organization has an opening for a Salesforce Tech Lead -- Omni Channel. This position is posted for Pleasanton CA, Dallas TX, Phoenix, AZ, or any state we operate in.

At Albertsons, we are transforming the service experience for our customers. Investing in the latest technologies in the market, we are aiming to create an immersive service experience for our customers. Be part of this amazing journey by joining Albertsons as a Salesforce Tech Lead for the Customer Service Domain. We have selected Salesforce service cloud as our agent desktop solution and are actively working to integrate the platform with omni channel capabilities, Natural Language driven voice & digital technologies, AI/ML driven Chatbots and Social Media integrations. This is an amazing opportunity to be part of a cutting-edge transformation and create a best-in-class industry service experience. As the Salesforce Tech Lead for Customer Service, you will:

Key Responsibilities include, but are not limited to:

• Provide strategic vision and lead design and development of business solutions on the Albertsons Salesforce cloud .
• Lead the technical delivery of Salesforce implementations including:
• Hands-on expert level assistance to developers for technical issues
• Designing and leading development of Lightning based solutions for different lines of business
• Coach and mentor junior technical team members
• Collaborate with our Solution & Enterprise Architect on strategic designs and translate into detailed solutions.
• Define Salesforce API integration patterns through Microservices where data is maintained in external systems outside of Salesforce or within Salesforce
• Collaborate with quality engineers to create test strategy and proactively identify opportunities for addressing critical issues
• Provide best practices and oversee performance test execution, performance tuning and optimizations for processes within Salesforce.
• Develop a seamless CI/CD DevOps strategy.
• Provide oversight and guidance on change management processes and end-user training approach
• Define environment strategy, release management process and deployment process
• Lead development of Customer Service Chatbots and AI with Einstein.
• Provide guidance on best in-class native Salesforce integration strategies for data synchronization to Snowflake on Azure.
• Define data migration strategy and oversee execution of data migration for initial dataset for launch
• Define monitoring strategy for the functions/processes/integrations within Salesforce
• Provide guidance on social media integrations with Sprinkler.
• Lead engineering teams in addressing critical issues and coming up with solutions and product enhancements.
• Review the launch readiness and oversee launch to success
• Provide estimates of the level of effort to implement a solution based on business requirements
• Lead technical design sessions, designing and documenting technical solutions that are aligned with the client's business objectives
• Review business requirement and develop POCs to illustrate art of the possible capabilities.
• Be comfortable with agile, waterfall and hybrid delivery methodologies
• Conduct code reviews for ongoing projects to ensure high code quality and design patterns are followed
• Follow and understand new Salesforce products and technical capabilities resulting from product releases and acquisitions.

Qualifications:

• Basic qualifications
• Bachelor or master's degree in computer science or Business Administration
• 6 - 8+ years of overall experience as a Senior Technical Lead on Salesforce
• 4-6 years of experience implementing Salesforce Sales Cloud, Service Cloud or other Force verticals.
• Strong knowledge of Lightning Component Framework, APEX and Visualforce
• Experience integrating Salesforce into Contact Center / Omni Channel technologies -- Voice/IVR/Chat/ SMS
• Contact center / customer service or Sales domain experience
• Experience in working on an agile scrum team

Preferred qualifications

• Attention to detail with the ability to analyze and solve complex problems
• Business process mindset
• Ability to multitask and scale quickly in a fast-paced environment
• Creative problem solver
• Excellent team player able to work with global cross functional teams
• Excellent written & verbal communication skills

About us

Albertsons Companies is at the forefront of the revolution in retail. With a fixation on innovation and building culture, our team is rallying our company around a unique vision: forging a retail winner that is admired for national strength, deep roots in the communities we serve, and a team that has passion for food and delivering great service.

Albertsons Culture Principles

• Compassion: We always treat each other with kindness and respect
• Team: We always support and recognize each other
• Inclusive: We always value everyone's perspective
• Learning: We always strive to grow and develop ourselves and others
• Competitive: We always act with integrity to win over the customer
• Ownership: We always take actions to drive our success

Physical Environment:

• Work may be performed in a temperature-controlled environment.
• Must sit, stand, or walk for extended periods of time.
• May spend long periods of time at desk or computer terminal.
• Will use keyboards, telephone, and other office equipment during the course of normal workday.
• Stooping, bending, twisting, and reaching may be required in completion of job duties.
• Work day is fast paced; some evening and weekend work may be required.

How to Apply: Interested candidates are encouraged to submit a resume by visiting https://www.albertsonscompanies.com/careers/en/home.html

Diversity is fundamental at Albertsons Companies. We foster an inclusive working environment where the different strengths and perspectives of each employee is both recognized and valued. We believe that building successful relationships with our customers and our communities is only possible through the diversity of our people. A diverse workforce leads to better teamwork and creative thinking, as well as mutual understanding and respect.

The Albertsons Companies policy is to provide employment, training, compensation, promotion, and other conditions of employment without regard to race, color, religion, sexual orientation, gender identity, national origin, sex, age, disability, veteran status, medical condition, marital status, or any other legally protected status.

We support a drug-free workplace -- some positions require applicants offered a position to pass a pre-employment drug test before they are hired.

AN EQUAL OPPORTUNITY EMPLOYER

#DCE


To apply, visit https://recruiting.adp.com/srccar/public/RTI.home?r=5000782760206&c=1208301&d=External&rb=???

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