SUMMARY:

The Digital Experience Developer will serve as an integral part of the CX Lifecycle team contributing to the development and sustainment of our customer service operations.
The incumbent is responsible for the development of the Salesforce Experience Cloud platform and SF Knowledge through needs assessments and intake requests, the design and delivery of updates for Salesforce Experience Cloud, Chat Functionality, Cross Platform Deployments, and Training and Mentoring Salesforce Certification Candidates including Experience Cloud and Salesforce Knowledge Base.
The Digital Experience Developer will further serve as a change leader, both for the CX Lifecycle team and our other service facing lines of business, leading various projects and initiatives to elevate and maximize Salesforce and AI Technology to improve experiences, both Customer facing and Internal, to meet ADT business needs, digital-first customer experience goals, and modernize and enhance our company brand.
This position requires an adaptable, dynamic team member with expertise in Salesforce design and a strong understanding of Customer Experience and Agent Improvement goals. The candidate will have a command of technical and business acumen with the ability to adapt to meet the unique needs of our business.
The Digital Experience Developer position also requires strong interpersonal skills, organization, critical thinking, and creative problem solving to effectively plan and implement various projects through the successful collaboration with cross-functional teams in Program Management, IT, Contact Center Operations and Executive Leadership.

SKILLS AND COMPETENCIES:

• Troubleshooting capabilities and customer experience focus.
• Microsoft Office Suite.
• IT Ticketing and deployment processes.
• Intellectual curiosity.
• Attention to detail.
• Strong work ethic.
• Ability to multi-task and work independently in a fast-paced, dynamic environment.
• Ability to navigate around a complex, matrix organization
• Strong problem-solving skills with ability to logically analyze complex processes and systems.
• Enthusiasm for data driven decision-making.
• Strong listening, written, and oral communication skills.
• Coding capabilities required. Familiarity with some/all, of the following: Apex, JavaScript, SOQL, Aura, LWC, HTML, Visualforce, CSS, etc.

MINIMUM QUALIFICATIONS:

• Basic HTML, JavaScript and SQL coding.
• High school diploma.
• Proven record of deploying IT updates and modifications to Salesforce platform in an organized IT environment.
• Two or more years in related work type.
• 2+ years Salesforce Administration.
• Familiarity or certification with Salesforce Architecture.

PREFERRED QUALIFICATIONS:

• Copado certified
• Jira trained
• Salesforce Certified Experience Cloud Consultant
• Salesforce Certified Architect
• Knowledgeable with ADT products and services

• Drive and support POC initiatives for AI advancement.
• Attend planning and development meetings as it relates to Salesforce and new technology integration and evolution.
• Investigate and learn existing functionality; deploy new and emerging functionality as it relates to Salesforce, our embedded CRM, and other platforms and applications relevant to the business.
• Build, test, submit IT work related to Salesforce, Sierra, CCAI, etc., and use various platforms to report data contained within and call out SF Architecture needs for team projects.
• Ability to do customized work based on business requirements related to SF Lighting Web Components.
• Work on deployment, break fix, and updates, and keep everything current.
• Report out and communicate results, mentor peers, and Salesforce configuration.
• Modify or create out of the box Salesforce customization as requested by business.
• POC and roll-out planning and initiatives as assigned by business.
• Provide thought leadership and business guidance and advancement related to Salesforce, code development, and UI/UX for improved customer and agent experiences.
• Additional duties as assigned.