Dave Ries

Salesforce Sr Developer & System Administrator @TELUS

CA

Responsible for architecture, development, release & support of Salesforce solutions to Users across a dozen teams ranging from field reps to call center agents to back office users.• Service Cloud Voice & Amazon Connect solution implementation including real time Knowledge Article recommendations based on conversation intelligence.• Deployed Enablement Site (myTrailhead) including automation to support User Onboarding.• Developed a multi-brand bilingual Employee Experience for 370+ TELUS & Koodo stores.• Developed a custom Data Loader App so Users could upload CSV data to Salesforce with tight controls and validations to ensure data cleanliness.• Built robust custom Knowledge Article solutions including view tracking, custom components to display key articles as cards on home pages, and push notifications to mobile devices.• Designed and built the data model & integrations used to bring external sales data into Salesforce and surface it to our Partners in a secure and restricted way.• Built Territory Management tools including Google Maps API & real time mapping.• Implemented Einstein Activity Capture & LinkedIn Sales Navigator for B2B Sales Teams.• Led the migration of Users across a dozen teams from Classic to Lightning UI, SSO enablement, and change in access model from Profiles to Permission Set Groups.• Developed Asset & Case Management solution including custom LWC to support complex Case submission process, Case Deflection and similar Case identification.• Implemented automation for the generation and delivery of Service Agreements to clients.• Improved call centre agent performance evaluation process by creating a Coaching App.• Delivered Asset Management, Equipment Ordering and Approval Process solution.• Implemented Web-to-Lead solutions used by TELUS Team Members & Partners.

Simon Fraser University

Engineering & Computer Science