The client is seeking proposals from qualified entities to support OCFS’s modernization initiatives through the implementation of Salesforce enterprise cloud solutions for two (2) distinct projects.
Scope of Work:
The Contractor must provide the following:
- Salesforce Solution Architect
This consultant will be responsible for overseeing the end-to-end architecture for the CCAP solution, ensuring alignment with the CoE (Center of Excellence) guardrails, and providing technical leadership to the solution teams, system integrators, and vendors that will deliver the case management, citizen engagement, and AI (Artificial Intelligence) analytics capabilities. The consultant must provide guidance and standards, risk mitigations, technical due diligence and architectural board input through the project lifecycle.
Key responsibilities include, but are not limited to:
- Ensuring that OCFS use cases fits into standardized Salesforce accelerators before creating custom silos.
- Defining full architecture blueprint including business processes, integration, data, security, and components.
- Designing multi-cloud Salesforce solution that aligns with business strategies and agency’s needs and leveraging the Salesforce platform capabilities (Service Cloud, Experience Cloud, OmniStudio, Data Cloud, MuleSoft, Agentforce, Tableau).
- Defining system boundaries, guardrails, integration and environment strategy.
- Extending Public Sector Salesforce solution and data models for specific needs of agencies.
- Designing data flows and cross agency analytics.
- Reviewing and approving all architectural, design, and technical decisions and documentation, ensuring vendor solutions fit within agency requirements
- Participating in solution architecture review (SAR) process and serves as both a designer and a gatekeeper in the review process to ensure each proposed solution is technically sound, compliant, and reusable before approval by the CoE’s Architecture Review Board.
- Salesforce Developer
This consultant will be responsible for implementing the HSCC Salesforce solutions.
Key responsibilities include, but are not limited to:
- Building and customizing Salesforce solutions using declarative tools (Flows, OmniStudio, Validation Rules) and Apex/LWC to automate business process and case management processes.
- Creating flows, and Apex classes, and automation to support agency needs
- Maintaining technical design documentation, deployment scripts, and configuration guides.
- Adhering to data privacy, access controls, and CoE guardrails.
- Integrating Salesforce with other business applications using REST/SOAP APIs, Named Credentials, and middleware (MuleSoft and other API & integration platforms).
- Handling complex logic and integrations to address agency specific use cases (e.g. eligibility, payments)
- Writing and maintaining unit tests, performing peer reviews, and supporting UAT.
- Participating in CI/CD pipelines and sandbox management.
- Working closely with architects, business analysts, project managers, and testers to deliver reusable and scalable components to meet agency requirements.
- Assisting with production troubleshooting, enhancements, and maintenance activities post-deployment.
- Maintaining, enhancing and refactoring solutions as new requirements or compliance mandates emerge.
- Providing an integrated CTI solution using HSCC’s existing Verizon Virtual Contact Center (VCC) application. Implementing an integrated secure access solution via NYS’ Enterprise Single Sign On (SSO) solution.
- Implementing capabilities to support new workflows.
- Engagement lead
This consultant is responsible for overseeing both CCAP and HSCC projects, including solution delivery, managing client relationships, scope, budget, and project teams to ensure successful customer outcomes. The consultant must serve as a key orchestrator of the professional services engagements, coordinating work products and maintaining a continual focus on the OCFS’s business goals to improve its overall technical and operational health.
Key responsibilities include, but are not limited to:
- Co-creating and supporting OCFS’s execution of comprehensive transformation strategy and roadmaps in alignment with the existing technology architecture
- Engaging with Customer key stakeholders, including executives, department heads, and Customer’s external partners for buy-in and support.
- Advising on progress, challenges, and successes to stakeholders, providing periodic updates and reports.
- Supporting effective management of dependencies across the Salesforce implementation for smooth, efficient, and predictable outcomes.
- Reviewing and supporting management the allocated budget to achieve the program goals.
- Reviewing potential risks and recommending mitigation strategies to minimize impact on program delivery.
- Assessing and identifying, with Customer’s input, key performance indicators (KPIs) and metrics to track the success and impact of the program.
- Providing guidance on periodic performance reviews and recommending adjustment of strategies as needed to achieve desired outcomes.
This discretionary procurement will require a combination of support for both the CCAP and HSCC solutions.
Each proposed consultant must be available to provide the consulting services in this solicitation at a minimum of 20 hours per week, and a maximum of 40 hours per week, of assigned to the project. The consultants will work 100% remotely and provide their own equipment for fully functional telecommuting capabilities.
In addition, the Engagement Lead requirement is a total of 260 hours for the entire engagement which is broken down into 160 hours + 100 courtesy hours. These hours are split between CCAP and the Call Center scope.
- Each proposed consultant must satisfy all of the following qualifications individually.
The qualifications may be satisfied by one or more positions and/or engagements. Multiple qualifications may be satisfied by the same position and/or engagement. Please use Attachment 3 – SALESFORCE CCAP.CCP Consultant Qualifications Form to outline the following:
- Salesforce Architect
- Minimum of 6 years of experience with Salesforce architecture and solution design, with 2 years in enterprise or government environment.
- Minimum 3 years of experience in using Salesforce Service Cloud, Experience Cloud, OmniStudio, Data Cloud, MuleSoft, Agentforce, Tableau.
- Minimum 3 years of experience with Salesforce technologies (APEX, Visualforce, Lightning Web Components (LWC), and Flow.
- Minimum of 3 years of experience with Salesforce integrations using REST/SOAP APIs, and MuleSoft.
- Minimum 3 years of experience designing large multi-org or multi-tenant Salesforce solutions.
- Experience in Salesforce Well-Architected Framework.
- Salesforce Certified Application Architect.
- Possess excellent communication skills including, but not limited to: (1) cross functional collaboration, including with system integrators, vendors, external entities; (2) the ability to provide highly effective knowledge transfer; and (3) the ability to provide written documentation of architecture diagrams, technology roadmaps, technical specifications, procedures, technical recommendations, testing results and project management documentation including risks, issues, and schedules.
- Salesforce Developer
- Minimum of 5 years of Salesforce development experience (Service Cloud, Experience Cloud preferred).
- Minimum 3 years of experience with Salesforce technologies (APEX, Visualforce, Lightning Web Components (LWC), and Flow.
- Minimum 3 years of experience with Salesforce data model, security model, and public sector solutions.
- Minimum 3 years of experience with configuring case management public sector solutions and web technologies such as HTML, CSS, JavaScript and JQuery.
- Minimum 3 years of experience with API integrations and DevOps tools.
- Salesforce Platform Developer Certification or Salesforce Administrator or App Builder Certification.
- Engagement Lead
- Minimum of 5 years leading Salesforce engagements
- Minimum 3 years’ experience with public sector case management solution implementation
- Salesforce Administrator or Platform App Builder certification
Brandon Consulting Associates, Inc. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 29years.
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