Summary

This project aims to optimize the performance of our organization's Omnichannel platform by seamlessly integrating and optimizing AI Chat, Live Agent Chat, Email, SMS, and CRM within the Salesforce and Marketing Cloud platforms. The primary goal is to create a cohesive and efficient customer experience that drives business growth and customer satisfaction.

Objectives

• Design and implement solutions using Salesforce Omnichannel and associated products.
• Integrate and collaborate with third-party QT vendors.
• Translate marketing and enrollment needs into well-designed Omnichannel solutions.
• Collaborate with internal IT teams to determine the best approach for Salesforce platform implementation.
• Optimize Omnichannel configuration and solutions for efficiency and simplicity.
• Maintain and document technical processes and omnichannel procedures.
• Continuously improve the omnichannel data model and architecture.
• Become a subject matter expert on Omnichannel for the organization.
• Develop Salesforce reports and dashboards to optimize Omnichannel performance.
• Ensure effective and efficient lead delivery from marketing channels to Salesforce Omnichannel.
• Manage the administration and configuration of the Marketing Cloud platform.
• Design and implement solutions using Marketing Cloud products.
• Collaborate with internal IT teams for Marketing Cloud platform implementation.
• Optimize Marketing Cloud configuration and solutions for efficiency.
• Maintain and document technical processes for marketing automation.
• Improve the Marketing Cloud data model and architecture.
• Leverage Salesforce Marketing Cloud (SFMC) capabilities effectively.
• Utilize Marketing Cloud Builders and Studios, including Mobile Connect, Personalization Builder, Social Studio, Interaction Studio, Journey Builder, and Advertising Studio.  
   
• Implement automated solutions using Marketing Cloud Server-Side JavaScript (SSJS).
• Utilize Journey Builder with a thorough understanding of Audience Builder configuration.
• Apply working knowledge of AMPscript and Guide Template Language.
• Develop CloudPages using HTML, CSS, JavaScript, and AMPscript.
• Demonstrate working knowledge of SQL and databases.
• Understand database technologies (MS SQL).
• Understand Marketing Cloud's contact data model.
• Possess experience with email and marketing automation software.
• Integrate with web services (REST/SOAP).
• Utilize Amp scripting and content builder proficiently.

Scope

• Omnichannel Integration: Seamlessly integrate AI Chat, Live Agent Chat, Email, SMS, and CRM within Salesforce and Marketing Cloud.
• Platform Optimization: Optimize Omnichannel and Marketing Cloud configurations for efficiency and simplicity.
• Data Model Improvement: Continuously enhance the omnichannel and Marketing Cloud data models and architectures.
• Reporting and Analytics: Develop Salesforce reports and dashboards to monitor and optimize Omnichannel performance.
• Lead Delivery: Ensure efficient lead delivery from marketing channels to Salesforce Omnichannel.
• Technical Implementation: Design and implement solutions using Salesforce Omnichannel and Marketing Cloud products.
• Third-Party Integration: Collaborate and integrate with third-party QT vendors.
• Subject Matter Expertise: Become a subject matter expert on Omnichannel for the organization.
• Documentation: Maintain and document technical processes and procedures for Omnichannel and Marketing Cloud.
• Collaboration: Collaborate with internal IT teams and stakeholders to achieve project objectives.

Deliverables

• Optimized Omnichannel platform with integrated AI Chat, Live Agent Chat, Email, SMS, and CRM.
• Efficient and effective lead delivery process from marketing channels to Salesforce Omnichannel.
• Developed Salesforce reports and dashboards for Omnichannel performance monitoring.
• Implemented solutions using Salesforce Omnichannel and Marketing Cloud products.
• Integrated with third-party QT vendors.
• Documented technical processes and procedures for Omnichannel and Marketing Cloud.
• Enhanced omnichannel and Marketing Cloud data models and architectures.
• Established subject matter expertise on Omnichannel within the organization.
• Successfully collaborated with internal IT teams and stakeholders.