Hiring an expert Salesforce developer for larger projects and fundamental changes to LV Connect. LV Connect is the Service Cloud solution built for the contact center of the Agency for Agriculture and Fisheries (LV).

Context/Requirements

LV Connect is built within Salesforce Service Cloud, is now integrated with AnyWhere365, makes limited use of APEX, and has close integration with various REST services of LV.
LV Connect was established in 2023 as the single point of contact for LV customers, handling about 50,000 inquiries per year, of which approximately 50% are phone calls, 50% emails, and the remaining fraction are contact forms or mail pieces.
It integrates very closely with LV's identification database for setting up all Contacts and Accounts. It has tight integration with LV's Document Management System for storing all documents and completed cases.
LV Connect is highly Case-centric.
LV aims to transition from OpenCTI to Service Cloud Voice in 2026, including a switch to another telephony provider. The expert profile must be able to deliver at least 20MD for this by September 2026.

Developments within this project occur in close contact with the LV product owner of Salesforce. This person translates all internal needs into bugs, maintenance tasks, and larger change requests. All contact essentially goes through this product owner; smooth and open communication is important in this regard.