Senior Salesforce Service Cloud Solution Architect

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About the role

The Senior Salesforce Service Cloud Solution Architect leads the design, governance, and delivery of enterprise Salesforce Service Cloud capabilities within the IT organization. This role partners with IT leadership, business stakeholders, implementation partners, onshore and offshore delivery teams to translate business needs into scalable Salesforce solutions. The architect will develop strategic architecture and actively participate in requirements analysis, solution design, troubleshooting, root-cause analysis, implementation, production stabilization, and continuous improvement.

Responsibilities

• Salesforce Architecture & Solution Design
  • Provide deep Service Cloud architecture expertise across Case Management, Knowledge, Assets, Entitlements, Digital Engagement, Omni-Channel, Salesforce Voice/CTI, service routing, and customer service operations.
  • Actively participate in hands-on Salesforce development and configuration as needed, including Salesforce Flow, Apex, Lightning Web Components, validation rules, security configuration, and Service Cloud functionality.
  • Take ownership of assigned enhancements from requirements through design, development, testing, deployment, and post-production validation, ensuring solutions are delivered successfully and on schedule.
  • Establish and enforce Salesforce architecture and development standards for configuration, Flow, Apex, Lightning components, APIs, integrations, security, and data models.
  • Review and approve technical designs and code changes for major Salesforce enhancements, ensuring adherence to development standards and platform best practices.
  • Evaluate Salesforce org consolidation, Agent force, modernization, or transformation opportunities to reduce complexity and improve operational effectiveness.
  • Serve as the senior Salesforce technical advisor to IT and business leadership, clearly communicating architecture decisions, risks, dependencies, tradeoffs, and recommendations.
• Integration, Data & Contact Center Capabilities
  • Lead the architecture, design, development, and support of Salesforce integrations with Oracle E-Business Suite R12 and other enterprise applications using MuleSoft, APIs, event-driven integrations, and other appropriate integration patterns.
  • Work closely with Salesforce, Oracle EBS, and MuleSoft development teams to design and implement reliable real-time and batch integrations based on business requirements.
  • Lead troubleshooting and root-cause analysis for complex issues spanning Salesforce and integrations.
  • Guide enterprise data migration, data governance, and data quality considerations for Salesforce programs.
  • Support CTI and contact center integration architectures, including Salesforce integrations with telephony platforms and AWS-based contact center technologies such as Amazon Connect.
  • Ensure Salesforce designs align with enterprise architecture, security, compliance, and operational support standards.

Minimal to moderate domestic travel may be required based on project needs, workshops, or business stakeholder engagement.

Requirements

• A bachelor’s degree in information technology, computer science, business systems, or a related field is preferred, or equivalent professional experience.
• 8+ years of Salesforce experience, including at least 3+ years serving as a Solution Architect or Lead Architect.
• Deep experience designing, implementing, enhancing, and supporting Salesforce Service Cloud in complex enterprise environments.
• Strong hands-on experience with Case Management, Knowledge, Assets, Entitlements, Omni-Channel, Digital Engagement, Salesforce Flow, Apex, Lightning Web Components, security, and sharing models.
• Demonstrated ability to own Salesforce enhancements through the complete lifecycle, including requirements, solution design, hands-on development/configuration, testing, deployment, production validation, and post-release support.
• Experience integrating Salesforce with Oracle E-Business Suite R12 or another enterprise ERP.
• Experience with multi-cloud Salesforce architecture, including dependencies across Service Cloud, Sales Cloud, Revenue Cloud (RCA)/CPQ, customer data, products, assets, orders, and related business processes.
• Experience integrating Salesforce with telephony/CTI systems; Amazon Connect experience is a plus.
• Proven experience consolidating and merging Salesforce orgs.
• Experience gathering requirements and writing user stories in Agile environments.
• Strong client-facing communication, stakeholder management, workshop facilitation, problem-solving, and strategy skills.

Qualifications

• Salesforce Service Cloud Certification required.
• Salesforce Certified Platform Developer certification preferred.
• Salesforce Service Cloud Consultant Certification preferred.
• Salesforce Application Architect Certification preferred.
• Salesforce System Architect Certification preferred.
• Salesforce Certified Technical Architect (CTA) strongly preferred.

Pay

The starting salary range for this position is $180,000–$195,000 USD. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits

• Health benefits
• 401k contribution
• 7 paid holidays + 2 floating holidays of your choosing
• Generous paid time off
• Tuition reimbursement assistance program
• Eligibility for performance-based bonuses or commissions, where applicable