Solution Architect

Co-Development Business Unit – Solution Architect

Internal Code: A26156

This is a fixed term contract. The engagement is 1 year.

What will you do?

As part of our ongoing enhancement and maintenance of the Salesforce CRM systems.

The implementation of this CRM represents a strategic transformation from a traditional customer service model to an advanced cloud-based, AI-enabled omnichannel service model. This service transformation will be brought about through enhancements to the existing Salesforce CRM platform, with the objective of strengthening customer engagement capabilities while maintaining robust operational control and security measures.

The Salesforce CRM system continues to support multiple stakeholder groups, including approximately 175 concurrent users (covering Contact Centre staff, L2 officers, management, and system administrators). It also supports growing customer demand, with customer enquiries projected...