Solution Architect - Customer Care

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Title: Solution Architect - Customer Care Location: Kharadi, Pune, India Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living. We are seeking a highly skilled Solution Architect - Customer Care to lead the design and implementation of scalable, integrated solutions that enhance customer service and order management across global contact centers. This role demands deep expertise in SAP CPI , Salesforce CRM , EDI , ESKER , and API-based integrations , with a strong emphasis on improving customer experience through seamless system connectivity and process automation. What will you be doing? Strategic Business Partnership: Act as the primary liaison between Contact Center, Customer Care, and IT to align technology roadmaps with business goals. Team Leadership: Lead and mentor the Salesforce technical team, ensuring best practices in configuration, deployment, and platform health. Technology Advocacy: Proactively identify and pitch new technologies (like Salesforce Einstein AI) that can solve business pain points. Solution Design: Oversee the architectural integrity of the Salesforce Service Cloud, Experience Cloud, and Genesys Cloud integration. Roadmap Execution: Manage the "big picture" of the tech stack, ensuring global scalability and seamless cross-functional workflows. Value Realization: Demonstrate how technological investments improve key metrics like agent productivity, sales velocity, and customer satisfaction. Key Performance Indicators (KPIs) Platform Adoption & Health: Measure the success of new Salesforce/Genesys features through user adoption rates and system uptime. Time-to-Value: Reduce the duration between a business partner's request and the delivery of a technical solution. Agent & Sales Productivity: Track improvements in Average Handle Time (AHT) and Sales Velocity resulting from AI and automation deployments. Stakeholder Satisfaction: Quarterly feedback scores from business partners (Sales, Service, and Marketing leadership). Team Development: Growth and certification milestones achieved by the Salesforce technical team under your mentorship. What will you need to be successful? 1. Salesforce CRM & Knowledge Management (50%) Own the Salesforce Knowledge base, ensuring articles are accurate, actionable, and effectively used by agents to reduce Average Handling Time (AHT). Lead AI-powered knowledge recommendations (Einstein Article Recommendations) to help service agents resolve cases faster. Lead Salesforce Service Cloud, including Chat, Email-to-Case, and Case Routing, to optimize the user experience for support teams. Collaborate with stakeholders to identify knowledge gaps, capturing, organizing, and maintaining the knowledge base. Integrate CTI, IVR, chatbots, and omnichannel platforms with CRM and ERP systems. Understand customer service workflows, case management, and escalation processes. Ensure high availability and performance of contact center applications. Support IT requirements for contact center KPIs and operational metrics. 2. Salesforce, EDI & SAP Integration (20%) Manage the functional integration between Salesforce and SAP to ensure real-time data flow regarding customer master data, order status, and inventory levels. Troubleshoot integration errors between SAP and Salesforce, working with technical teams to resolve data synchronization issues. Map legacy business processes into Salesforce and SAP workflows to enhance data integrity. Lead development and support of interfaces using IDOC, iFlows, RFC, Proxy, EDI, JDBC, BAPI, etc. Work with middleware platforms including SAP PI/PO, SAP CPI, BizTalk, GHX, PACCOM, and ESKER. Support e-invoice tax management integrations (e.g., Pagero, KSeF). Assist service delivery teams in troubleshooting integration issues. 3. Chat, AI, & Optimization (20%) Lead and optimize Salesforce Einstein Bots and live chat functionality for customer service. Leverage Natural Language Processing (NLP) tools for improved chatbot interactions and automated case summarization. Monitor chat KPIs (chat volume, deflection rate, customer satisfaction) to refine bot scripts and knowledge articles. 4. Training & Administration (10%) Provide training and support to end-users on Salesforce functionalities and Knowledge Management best practices. Maintain documentation for system changes and user guides using tools such as Nexxus Partner with business analysts, developers, and IT teams to gather requirements and deliver solutions. Provide architectural governance and maintain documentation. Support training, testing, deployment, and post-go-live activities Required Experience & Competencies Education: Bachelor's or master's degree in computer science, Information Systems, or a related field. Leadership Experience: 10+ years in IT, with at least 5 years leading technical teams or major CRM/Contact Center transformations. Salesforce Mastery: Deep understanding of the Salesforce ecosystem (Service Cloud, Exp

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