The organization seeks a vendor to provide comprehensive Salesforce solutions tailored for case management, citizen engagement, and AI-driven analytics. The selected consultant will be responsible for guiding technical standards, risk mitigation, due diligence, and input to the architectural board throughout the project lifecycle. Key responsibilities include defining a holistic architecture blueprint covering business processes, system integration, data management, security, and technical components.

The project requires designing a multi-cloud Salesforce solution that leverages Service Cloud, Experience Cloud, Omni Studio, Data Cloud, MuleSoft, Agent Force, and Tableau to align with strategic goals and agency needs. The consultant will define system boundaries, integration and environment strategies, and adapt public-sector Salesforce solutions and data models to fit agency-specific requirements. This includes designing cross-agency data flows and analytics, approving all technical and architectural documentation, and ensuring solutions are technically sound and compliant prior to architectural review board approval.

Additionally, the vendor will build and customize Salesforce systems using tools such as Flows, OmniStudio, Validation Rules, and develop automation using Apex and Lightning Web Components to support automated business and case management processes. Ongoing responsibilities include the creation and maintenance of technical documentation, deployment scripts, and configuration guides. Coordination with internal stakeholders—including architects, analysts, project managers, and testers—is essential to deliver scalable and reusable solutions. Post-deployment, the consultant will support troubleshooting, enhancements, ongoing maintenance, and accommodate emerging requirements or compliance mandates. The contract will be for a period of one year.