Cogent Infotech
Salesforce CDP Consultant (Marketing & Service Cloud)
Cogent Infotech, Miami, Florida, us, 33222
Duration : 6 Months
Please make an application promptly if you are a good match for this role due to high levels of interest.The client is seeking a solution leveraging its existing investments, including but not limited to Salesforce CDP, Data Cloud, Mulesoft (integrations), Service Cloud (internal), Experience Cloud (external), and Marketing Cloud for outbound communications, in the development of a comprehensive solution in addition to a phased approach to implementation and timeline.Additionally, the solution must meet the following standards:
Accessibility and ADA Compliance : The solution must provide equal access to all users, regardless of ability by meeting the World Wide Web Consortium’s Web Content Accessibility Guidelines 2.1, Level AA (WCAG 2.1, AA).County Branding and Design (Whitelabeling) : Support whitelabeling to ensure Miami-Dade County has the ability to customize branding elements such as the Miami-Dade County logo, color scheme, portal navigation including header and footer, and typography within the solution interface. The solution must also allow for the County’s domain/URL to be applied.Data Governance and Compliance : Establish data governance policies and procedures to ensure the security, privacy, and compliance of the portal solution. This includes implementing access controls, data encryption, audit trails, and compliance with regulatory requirements such as HIPAA, PCI, and Personal Identifiable Information regulations. Stringent measures for data privacy must be implemented, encompassing robust security protocols and privacy safeguards to protect sensitive information.Authentication :
Customer Authentication : Portal users should be seamlessly integrated with Miami-Dade County's Azure B2C for end-users. There should be a seamless onboarding of new users to B2C as part of the No Wrong Door journey, ideally, with data from CDP. This could be implemented as a “background” integration, so the user is not 'forced to register’ if not a requirement.Agent Authentication : Agents should be provided with Single Sign-On (SSO) authentication, either via ADFS or in alignment with the current Miami-Dade County standard.Guest 'Checkout’ : Portal users should have the ability to complete an application without creating an account. For status updates, users will have a lookup tool using a personalized application number.
Portal Interface RequirementsThe No Wrong Door portal will provide three distinct interface experiences: Public Interface (Anonymous Experience), Customer Account Interface (Personalized or Authenticated Experience), and a Service Provider Interface.Public Interface (Anonymous Experience)The portal will feature an anonymous experience tailored to users who seek assistance without disclosing personal information. This interface will be user-friendly and match the look and feel of miamidade.gov, enabling individuals to explore available services and resources without the need for registration. With a focus on respecting individual privacy, the anonymous experience will offer valuable information and guidance.The client is actively seeking an experienced vendor to implement the Salesforce Customer Data Platform (CDP). The purpose of a Customer Data Platform (CDP) is to consolidate and unify customer data from various sources into a single, centralized repository. This will allow the organization to create a comprehensive view of each customer, including their interactions, preferences, and behaviors across different channels and touchpoints.Through the consolidation of customer data into a singular authoritative record, known as 'Customer 360,' the CDP will provide the capabilities to revolutionize customer data management, offering insights that inform strategic decision-making and drive personalized experiences. With a keen focus on unifying customer records under a Master ID, the County aims to establish a strong foundation for seamless collaboration and optimized service delivery, ultimately enriching the lives of its constituents.Project Objectives
Personalize constituent experiences : Deliver personalized and targeted communications, marketing campaigns, and services to enhance customer engagement and satisfaction.Improve efficiency : Streamline processes and workflows by providing departments with access to accurate and up-to-date customer information, reducing duplication of efforts and improving overall efficiency.Ensure compliance : Implement data governance policies and procedures to ensure the security, privacy, and compliance of customer data with regulatory requirements.Gain insights : Analyze customer behavior, preferences, and trends to understand their needs and preferences better.Enhance decision-making : Enable data-driven decision-making by providing stakeholders with actionable insights and analytics derived from customer data.The Service Catalog:
Data Organization : Provides a structured and organized inventory of all government services and programs offered by various agencies and departments.Data Standardization : Ensures that data is consistent and standardized across the organization.Data Governance : Manages data quality and helps enforce data policies.Data Integration : Identifies which data elements are common across different systems and services.Data Quality : Ensures data accuracy and consistency by identifying data quality issues.Data Access and Sharing : Serves as a reference point for data access and sharing.Service Improvement : Provides the ability to analyze data related to each service and identify areas for improvement.Compliance and Reporting : Assists in tracking and managing the data needed for compliance and reporting purposes.API and Integration Platform
The solution must be able to access and retrieve data using API endpoints.The solution should leverage data to create a unified and single interface for users.The solution should provide support for seamless integration with external data sources and applications.The solution should provide bi-directional API capabilities to interface with legacy applications as needed.
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Please make an application promptly if you are a good match for this role due to high levels of interest.The client is seeking a solution leveraging its existing investments, including but not limited to Salesforce CDP, Data Cloud, Mulesoft (integrations), Service Cloud (internal), Experience Cloud (external), and Marketing Cloud for outbound communications, in the development of a comprehensive solution in addition to a phased approach to implementation and timeline.Additionally, the solution must meet the following standards:
Accessibility and ADA Compliance : The solution must provide equal access to all users, regardless of ability by meeting the World Wide Web Consortium’s Web Content Accessibility Guidelines 2.1, Level AA (WCAG 2.1, AA).County Branding and Design (Whitelabeling) : Support whitelabeling to ensure Miami-Dade County has the ability to customize branding elements such as the Miami-Dade County logo, color scheme, portal navigation including header and footer, and typography within the solution interface. The solution must also allow for the County’s domain/URL to be applied.Data Governance and Compliance : Establish data governance policies and procedures to ensure the security, privacy, and compliance of the portal solution. This includes implementing access controls, data encryption, audit trails, and compliance with regulatory requirements such as HIPAA, PCI, and Personal Identifiable Information regulations. Stringent measures for data privacy must be implemented, encompassing robust security protocols and privacy safeguards to protect sensitive information.Authentication :
Customer Authentication : Portal users should be seamlessly integrated with Miami-Dade County's Azure B2C for end-users. There should be a seamless onboarding of new users to B2C as part of the No Wrong Door journey, ideally, with data from CDP. This could be implemented as a “background” integration, so the user is not 'forced to register’ if not a requirement.Agent Authentication : Agents should be provided with Single Sign-On (SSO) authentication, either via ADFS or in alignment with the current Miami-Dade County standard.Guest 'Checkout’ : Portal users should have the ability to complete an application without creating an account. For status updates, users will have a lookup tool using a personalized application number.
Portal Interface RequirementsThe No Wrong Door portal will provide three distinct interface experiences: Public Interface (Anonymous Experience), Customer Account Interface (Personalized or Authenticated Experience), and a Service Provider Interface.Public Interface (Anonymous Experience)The portal will feature an anonymous experience tailored to users who seek assistance without disclosing personal information. This interface will be user-friendly and match the look and feel of miamidade.gov, enabling individuals to explore available services and resources without the need for registration. With a focus on respecting individual privacy, the anonymous experience will offer valuable information and guidance.The client is actively seeking an experienced vendor to implement the Salesforce Customer Data Platform (CDP). The purpose of a Customer Data Platform (CDP) is to consolidate and unify customer data from various sources into a single, centralized repository. This will allow the organization to create a comprehensive view of each customer, including their interactions, preferences, and behaviors across different channels and touchpoints.Through the consolidation of customer data into a singular authoritative record, known as 'Customer 360,' the CDP will provide the capabilities to revolutionize customer data management, offering insights that inform strategic decision-making and drive personalized experiences. With a keen focus on unifying customer records under a Master ID, the County aims to establish a strong foundation for seamless collaboration and optimized service delivery, ultimately enriching the lives of its constituents.Project Objectives
Personalize constituent experiences : Deliver personalized and targeted communications, marketing campaigns, and services to enhance customer engagement and satisfaction.Improve efficiency : Streamline processes and workflows by providing departments with access to accurate and up-to-date customer information, reducing duplication of efforts and improving overall efficiency.Ensure compliance : Implement data governance policies and procedures to ensure the security, privacy, and compliance of customer data with regulatory requirements.Gain insights : Analyze customer behavior, preferences, and trends to understand their needs and preferences better.Enhance decision-making : Enable data-driven decision-making by providing stakeholders with actionable insights and analytics derived from customer data.The Service Catalog:
Data Organization : Provides a structured and organized inventory of all government services and programs offered by various agencies and departments.Data Standardization : Ensures that data is consistent and standardized across the organization.Data Governance : Manages data quality and helps enforce data policies.Data Integration : Identifies which data elements are common across different systems and services.Data Quality : Ensures data accuracy and consistency by identifying data quality issues.Data Access and Sharing : Serves as a reference point for data access and sharing.Service Improvement : Provides the ability to analyze data related to each service and identify areas for improvement.Compliance and Reporting : Assists in tracking and managing the data needed for compliance and reporting purposes.API and Integration Platform
The solution must be able to access and retrieve data using API endpoints.The solution should leverage data to create a unified and single interface for users.The solution should provide support for seamless integration with external data sources and applications.The solution should provide bi-directional API capabilities to interface with legacy applications as needed.
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