RQ08841 - Solutions Designer - CRM - Senior

RQ08841 - Solutions Designer - CRM - Senior

About the job RQ08841 - Solutions Designer - CRM - Senior

To respond to the priorities of the Government of Ontario through the passage of the Bill 5, Protect Ontario by Unleashing Our Economy Act 2025, the resource may be partially assigned to Bill 5 related projects or initiatives on an as‑needed basis.

Responsibilities Undertakes the design of hosting technology solutions based on the client's service specifications, standards, policies, best practices and cost models, in order to meet client CRM application business requirement and project/initiative deliverables.

General Skills Knowledge of CRM applications, operating systems, environments, database technologies, programming languages and communication protocols. Knowledge of related best practices, OPS directory/messaging standards, standard facilities architecture management, facility service delivery processes, infrastructures policies, procedures and direction, cost models and procurement processes, Ability to gather client business requirements; corporate I&IT information mandates, client information technology strategic plans, environment and standards. Ability to participate in the development of solutions and provide advice on short/long term CRM solution service development activities. Knowledge of leading‑edge technologies design criteria, security and recovery procedures, preparation of technical specifications for installation, testing and performance of integrated, multi‑services systems; assess performance and capacity of existing system making recommendations for improving performance and develop technical documentation. Experience planning, migrating, implementing and sustaining large complex system development projects. Knowledge of technology developments, trends and new products to evaluate application to client short and long term technology requirements. Basic knowledge of project management methodology (e.g. PMBOK), analytical tools and processes. Conceptual and analytical skills to assess and evaluate client needs and cost/benefit analyses for new technology requirements in planning and designing solutions. Experience designing and developing large, complex, CRM applications. Experience with systems evaluation to assess conditions, technical performance and capacity of existing systems and determine need and feasibility of expansion, renovation or replacement. Excellent analytical, problem‑solving and decision‑making skills, verbal and written communication skills, interpersonal skills and negotiation skills, teamwork skills. A team player with a track record for meeting deadlines.

SkillsExperience and Skill Set Requirements

General Skills:

• Experience in programming and analysis; specialized CRM software package support at the specified experience level
• Ability to collaborate with IT Professionals throughout the Software Development Life Cycle
• Experience in structured methodologies for the development, design, implementation and maintenance of applications
• Experience in design, code, test, debug and document applications
• Experience in the use of object and/or third generation language development tools
• Experience in one or more programming languages
• Experience in application design, latest design patterns, deployment and troubleshooting
• Experience with relational and hierarchical database technologies
• Experience in the use of information retrieval packages using query languages
• Experience with one or more communications protocols
• Experience eliciting and documenting information from diverse business area stakeholders and subject matter experts
• Excellent analytical, problem‑solving and decision‑making skills; verbal and written communication skills; interpersonal and negotiation skills
• A team player with a track record for meeting deadlines
• Knowledge and experience with specific CRM software and anticipated future releases high availability solution design and implementation
• Knowledge and experience with specific CRM enterprise architecture methodologies, design standards and tools
• Experience with middleware and gateways
• Expertise in specific tools for CRM software development

Desirable Skills

• Knowledge and experience with programming Internet‑ready applications
• Knowledge and experience in rapid application development (RAD) methodologies
• Knowledge and understanding of Information Management principles, concepts, policies and practices
• Experience with middleware and gateways
• Experience reviewing, analyzing, and modifying product installation scripts including encoding, testing, debugging
• Ability to provide post‑implementation support and resolve any post‑implementation technical issues
• Experience conducting design walkthrough sessions with project team
• Knowledge and understanding of Ontarians with Disability Act (ODA) and related regulations and standards
• Ability to provide user and system documentation as required
• Knowledge of integrated networking technologies, mainframe, midrange server, enterprise storage and SAN, and personal computer system technologies
• Knowledge of related best practices, OPS directory/messaging standards, standard facilities infrastructure/architecture management, facility service delivery processes, infrastructures policies, procedures and direction, cost models and procurement processes
• Knowledge of leading‑edge technologies design criteria, security and recovery procedures, preparation of technical specifications for installation, testing and performance of integrated, multi‑services systems; assess performance and capacity of existing system making recommendations for improving performance and develop technical documentation
• Able to quickly integrate new concepts and easily understand business needs
• Evaluating which Salesforce components and other technology products and frameworks to use based on cost‑benefit analysis, risk management and market research
• Experience with building Salesforce solutions based on user stories and low‑level designs
• Adhere to defined coding standards and develop well‑structured, maintainable and easy to understand code
• Strong experience delivering products in Agile/Scrum mode
• Map Salesforce capabilities, features and best practices against business and technical requirements by performing fit‑gap analysis against Salesforce cloud, service, community, available tools available within AppExchange and Salesforce Platform
• Design, develop, implement, configure, maintain, administer, and integrate solutions on Salesforce Lightning Cloud platform (LWC)
• Hands‑on knowledge of Apex, Lightning, VisualForce, Salesforce APIs, data loaders, SOQL, SOSL, and web services
• Strong understanding of Salesforce security model including sharing rules, roles, profiles, sharing settings, etc.
• Build integrations between Salesforce and external applications using REST, SOAP APIs, Auth and Single Sign‑On
• Migrate changes from development to test to production environment(s) using CI technologies like Salesforce DX, Jenkins and ANT
• Experience with deployment tools such as GitLab, Jenkins, etc.

Must Have:

• 5+ years of Salesforce development experience in Public Sector Foundation and Sales Cloud with a solid understanding of when Salesforce configuration options are desirable over custom code
• Certified Salesforce Platform Developer I or equivalent experience
• Salesforce Certified OmniStudio Developer
• Salesforce Certified Experience Cloud Consultant
• Salesforce Certified Administrator

Knowledge Transfer Requirements:

Knowledge transfer is expected to occur through the duration of the assignment through regular meetings, touchpoints, and working sessions with LRC staff.

All design, development and artefacts, including all relevant and complete documents must be transferred to the ministry in the designated repositories provided.

Evaluation Criteria:

Criteria 1= 30 points (weighted score)

• 5+ years experience (including recent experience) solutioning and hands‑on configuring in Salesforce
• Salesforce Certified Platform Developer I
• Salesforce Certified OmniStudio Developer
• Salesforce Certified Experience Cloud Consultant
• Salesforce Certified Administrator

Criteria 2: Design, Analysis, Development, Configuration and Deployment

Criteria 2 = 30 points (weighted score)

• Demonstrated experience supporting, developing, maintaining, and configuring Salesforce solutions
• Hands‑on experience configuring and troubleshooting of issues in Salesforce implementation and its integration with subsidiary systems in Development and Production environments
• Demonstrated experience configuring and integrating Salesforce with other applications using web services or other mechanisms
• Demonstrated experience designing and supporting the development of prototypes and proof of concepts
• Demonstrated experience conducting root cause analysis to troubleshoot and resolve defects/incidents
• Demonstrated experience documenting build books, working with staff on actual implementation document performance measures of the new environments
• Experience conducting fit‑gap analysis between high‑level requirements and Salesforce Public Sector capabilities
• Experience conducting diagnostics and determining methods to help incident management
• Experience implementing ODA compliant solutions

Criteria 3: Communication and Documentation

Criteria 3 = 25 points (weighted score)

• Excellent analytical, problem solving and decision‑making skills
• Excellent communication skills, both written and verbal
• Experience reporting progress on deliverables to team, project leads and management, including proactively raising risks/issues with migrations
• Demonstrated experience working with clients and technical teams to ensure effective resolution of defects and management of change request are complete
• Experience documenting processes and technical designs and updating build books
• Experience engaging with project team to develop techniques to expedite implementation; works closely with Project Manager and lead architect and participate in the planning and design process
• Experience providing estimates for proposed features/enhancements and review the estimates from other team members for completeness and accuracy

Criteria 4: Agile Experience

Criteria 4 = 10 points (weighted score)

• Experience with Agile scrum methodologies
• Demonstrated experience with agile sprint management, bug tracking and testing life cycle management using Azure DevOps
• Thorough understanding of SDLC, specifically DEV processes in agile development environments

Criteria 5: Public Sector Experience

Criteria 5 = 5 points (weighted score)

• Previous experience working in Government or Public Sector organizations

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