Sr Salesforce Service Cloud Engineer

We believe our people are our greatest asset and it is our goal to ignite the human potential for growth. We want you to grow and develop with us and recognize every career adventure is different, so we encourage you to build your own path.
OUTGROWN YOUR OWN BACKYARD? COME PLAY IN OURS.
At Columbia, we're as passionate about the outdoors as you are. And while our gear is available worldwide, we're proud to be based in the Pacific Northwest, where natural wonders are our playground.
Every product we make and every task we undertake is inspired by the famous words of our founder Gert Boyle: "It's perfect. Now make it better." As pioneers of relentless improvement, we are constantly evolving.
We believe the outdoors is ours to protect and strive to keep our planet healthy. We believe in empowering people to experience the outdoors to the fullest.
And we believe in you.
ABOUT THE POSITION
Although we're an apparel and footwear focused company, technology is central to everything we do. Columbia Sportswear's Intelligent Process Automation team enables business teams to increase efficiency and effectiveness while accelerating growth through engagement in high-value activities & innovation.
As a Pega Engineer, you will utilize your knowledge of industry best practices to design, develop, and enhance user experiences and integration capabilities in Intelligent Process Automation CoE. You'll be a key contributor in building full stack applications which solve specific needs and fill gaps in our current landscape within Intelligent Process Automation CoE.
Although we're an apparel and footwear focused company, technology is central to everything we do. Columbia Sportswear's Consumer services technology team develops and manages system landscape(s) which enables us to serve our Consumers in most effective manner. This ensures our consumers' delight and their loyalty to our products and Brands.
As Senior Salesforce Engineer, you will deliver and manage innovative and robust solutions in areas like Cognitive Contact Center and Consumer Self Service. These consumer service journeys will be built and managed across channels like- Voice, Chat, Web- self-service and Social.
You will work closely with the Consumer Services business and other technology teams to deliver solutions at speed, and through automation. Within this role you will rely on your analytical, Technical, professional, and organizational skill to implement and manage these solutions.
HOW YOU'LL MAKE A DIFFERENCE

• Develop and maintain Salesforce Service Cloud solutions and serve as the contact for Business and Technology Stakeholders.
• Collaborate with Architects to design and develop Contact center solutions: Agent Desktop, Virtual assistants and Chatbots, Customer Portals etc.
• Lay the framework for Salesforce Service Cloud & AWS connect using Lex & Poly. Integrating SFSC with other systems which enable cognitive and machine learning capabilities.
• This role will also provide insights and aid in the measurement and tracking of Contact center specific metrics and Consumer Services related analytics.
• Stay current with industry trends, conduct assessments, and provide recommendations for innovative technology solutions.

YOU ARE

• Able to communicate effectively, build relationships, and influence outcomes in a cross-functional, matrixed organization.
• A proactive driver of continuous improvement opportunities across business processes and system solutions.
• A relentless, versatile learner who is open to and embraces change, in an endeavor to enhance adaption of system solutions.
• Able to persevere and overcome resistance or setbacks while pursuing innovation and Team goals with energy & drive.
• Collaborative and knowledge sharing with a knack for stakeholder engagement.

YOU HAVE

• Bachelor's Degree in Computer Science, Computer Engineering or Electrical Engineering and/or applied relevant experience in technology, or related fields.
• 3+ years of experience in programming with Apex, Salesforce Workflow, SOQL, SOSL and Visualforce Pages and components with Lightning Styles.
• 3+ years of programing language experience, experience in Node, React, Java are preferred.
• 2+ years of expertise in Salesforce Service Cloud implementations.
• Hands on experience Implementing Cloud Contact Center services. Experience with AWS eco-system is preferred.
• Developed custom Lightning Web Components, Apex classes, and secure system integrations following best practices and standards.
• Used principles of object-oriented programming and design concepts when choosing existing components or developing custom solutions
• Experience in integrating IVR Call flows for multiple applications.
• Experience with Al, Chatbots, and Virtual Assistant leveraging Al/ML.
• Knowledge and experience in deploying advanced cloud contact center technologies such as Speech, Chat Bots, and Call Analytics.
• Experience in Consumer Services journeys- both self-service and contact center. Having implemented these journeys through robust Technology solutions.
• Experience working effectively with Data sciences, Data processing, and Software engineering teams.
• Written and verbal communication skills with an ability to present complex technical information in a clear and concise manner to a variety of audiences.
• Appropriate Salesforce Certifications - Admin, Platform Developer I/II, Service cloud Developer

Columbia Sportswear Company and our portfolio of brands, including Columbia, SOREL, Mountain Hardwear and prAna, know a thing or two about adventures. After all, we've been on one since 1938, working to perfect the art of enjoying the outdoors. Behind everything we make is an employee who's found that the greatest adventure starts with joining a company that strives to do the right thing.
This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.