Crm Offres d'emploi - Norfolk, ON

Job Title : Solutions Designer - CRM (Senior)

Location : 87 Sir William Hearst Ave., Toronto, Ontario M3M 0B4

Work Type : Hybrid

Project Background

Ontario is investing in skilled trades and apprenticeship programs to support job seekers and attract students to careers in trades. As demand for labour relations services grows, the Labour Relations Solution Division (LRSD) of the Ministry of Labour, Immigration, Training, and Skills Development (MLITSD) plays a key role in ensuring smooth labour relations.

The LRSD provides conciliation, mediation, and arbitration services to unions and employers, supporting collective bargaining processes. However, the current case management system is outdated and unsustainable, leading to inefficiencies that impact service delivery, dispute resolution, and collective bargaining processes. This role will support the modernization and enhancement of the LR Gateway (LRG) application to ensure efficient service delivery.

Responsibilities

The Solutions Designer - CRM (Senior) will work closely with stakeholders, business analysts, developers, and project managers to enhance the functionality of the LR Gateway (LRG) application and support various project deliverables. Key responsibilities include :

Salesforce Development & Configuration :

Perform day-to-day development activities on the Salesforce platform.

Configure and customize Salesforce.com to meet business requirements.

Create customizations and integrations required for the LRG application.

Apply best practices to build and optimize Salesforce applications.

Technical Support & Issue Resolution :

Perform Root Cause Analysis (RCA) and resolve production issues and incidents.

Debug issues identified during Phase 2 development.

Provide guidance and support to development teams.

Technical Documentation & Business Analysis :

Create actionable technical documentation based on business requirements.

Support the development of feasibility studies, business cases, and cost-benefit analyses.

Research and analyze Salesforce capabilities to bridge gaps in business requirements.

Project & Stakeholder Management :

Lead and coordinate a development team in an Agile environment.

Participate in project scoping and planning of CRM-related initiatives.

Provide knowledge transfer and training to ministry staff.

Work closely with Quality Assurance (QA) and User Acceptance Testing (UAT) teams to test and debug integrations.

Operational Support & Implementation :

Perform Salesforce administration functions and routine maintenance.

Support the integration of Salesforce with SharePoint, Security APIs, and SendGrid.

Prepare and document operational procedures for system support teams.

Provide technical consultative support and problem resolution for database staff and system test teams.

Skills & Experience Requirements

Technical Skills (45%)

10+ years of software development experience, including requirements, design, development, testing, and implementation.

10 years of Salesforce development experience with Salesforce Public Sector Foundation, Service Cloud, and Sales Cloud.

Strong expertise in Salesforce Object Model, Process Builder, Workflow Rules, Approval Process, and Profiles & Roles.

Hands-on experience integrating Salesforce with large-scale applications.

Certified Salesforce Developer with deep knowledge of Apex code, Lightning Web Components (LWCs), Flows, and system configurations.

Experience with Salesforce Object Query Language (SOQL).

Familiarity with DevOps tools (GIT, Visual Studio, Confluence, Ant, etc.).

Knowledge of Oracle Databases, Azure Cloud, WebLogic, Microsoft IIS, and Unix operating platforms (Solaris, AIX).

Experience in automated system implementations for cloud environments with high-volume transaction systems.

Experience developing Salesforce LWCs compliant with Ontario Design System (ODS) and Accessibility for Ontarians with Disabilities Act (AODA).

Experience in building bilingual apps and integrating Salesforce with SharePoint, Security APIs, and SendGrid.

Analytical & Problem-Solving Skills (30%)

Experience conducting research and assessing technical design options.

Ability to analyze, design, and develop solutions for multi-tier web-based applications and microservices architectures.

Strong technical leadership skills with the ability to identify and recommend areas for improvement.

Ability to support and participate in code reviews, troubleshooting, and debugging.

Communication & Stakeholder Management (25%)

Excellent written and verbal communication skills.

Strong interpersonal skills for group facilitation, team coordination, and stakeholder management.

Experience working on multi-project programs with highly interdependent components.

Ability to translate business needs into technical solutions and actionable plans.

Knowledge of the Ontario Public Service (OPS) policies and procedures.

Understanding of the Labour Relations Act and the collective bargaining process (conciliation, arbitration, grievance resolution).

Certifications & Preferred Qualifications

Certified Salesforce Developer (mandatory

Salesforce Application Architect Certification (preferred)

Salesforce System Architect Certification (preferred)

Experience with Salesforce DevOps and Git source control.

Experience in building and maintaining Salesforce Public Sector Foundation solutions.

Knowledge of Ontario government and public sector methodologies.

Additional Information

Security Clearance : CRJMC required.