Role Overview
We are looking for a highly accomplished Salesforce Service Cloud Architect to define enterprise architecture, lead digital transformation initiatives, and deliver strategic Service Cloud solutions across complex organizations. This role requires extensive Salesforce expertise, exceptional architectural leadership, and the ability to guide large-scale enterprise programs.
Key Responsibilities
- Define the overall Salesforce Service Cloud architecture and long-term platform strategy.
- Architect enterprise-scale Service Cloud solutions that support high-volume customer service operations.
- Lead solution architecture for Case Management, Omni-Channel, Knowledge, Digital Engagement, Service Console, Entitlements, Milestones, CTI, and Field Service integrations.
- Design secure, scalable, high-performance Salesforce solutions aligned with enterprise architecture standards.
- Architect complex integrations with ERP, CRM, contact center, middleware, AI platforms, and third-party applications.
- Establish governance, security frameworks, development standards, and platform best practices.
- Lead technical discovery workshops with executive stakeholders and business leaders.
- Provide architectural guidance across multiple Salesforce implementation teams.
- Review solution designs, identify technical risks, and define mitigation strategies.
- Drive Salesforce platform modernization, DevOps maturity, and enterprise scalability.
- Evaluate emerging Salesforce capabilities including Agentforce, Einstein AI, Data Cloud, and industry solutions.
- Mentor technical leads, developers, architects, and consultants across the organization.
- Support pre-sales activities, solution estimation, technical proposals, and executive presentations.
Required Skills & Qualifications
- 15+ years of CRM/Salesforce experience with at least 8+ years specializing in Salesforce Service Cloud architecture.
- Extensive experience architecting large enterprise Salesforce implementations.
- Deep expertise across Service Cloud, Experience Cloud, Salesforce Platform, Integration Architecture, Security, and Identity Management.
- Advanced knowledge of Apex, Lightning Web Components, Salesforce APIs, Platform Events, Integration Patterns, and Event-Driven Architecture.
- Strong experience with enterprise integration platforms such as MuleSoft and API-led connectivity.
- Experience designing multi-cloud Salesforce solutions and enterprise-scale data models.
- Strong understanding of Salesforce governance, release management, DevOps, and platform optimization.
- Outstanding leadership, executive communication, consulting, and stakeholder management skills.
Preferred Qualifications
- Salesforce Certified Application Architect (required).
- Salesforce Certified System Architect (preferred).
- Salesforce Certified Technical Architect (CTA) is highly desirable.
- Service Cloud Consultant certification.
- Experience with Salesforce Data Cloud, Agentforce, Einstein AI, Experience Cloud, and Field Service.
- Experience leading global delivery teams and enterprise transformation programs.
- Knowledge of TOGAF, enterprise architecture frameworks, and modern cloud architecture patterns.