Salesforce Solution Architect (Service Cloud)

Responsibilities

• Design end to end Salesforce Service Cloud solutions aligned with business and enterprise architecture standards
• Define scalable and secure architecture for case management, omni channel support, service console, and knowledge management
• Collaborate with business teams to understand service operations and translate requirements into technical solutions
• Work closely with developers, admins, and integration teams to ensure successful implementation
• Lead design and implementation of Salesforce Service Cloud capabilities including case routing, workflows, automation, and SLA management
• Guide best practices for Lightning components, Service Console, and customer support processes
• Design integration solutions between Salesforce and enterprise systems using APIs and middleware
• Ensure data consistency, security, and performance across systems
• Define coding standards, architecture principles, and deployment practices
• Ensure adherence to Salesforce best practices for scalability, maintainability, and performance
• Provide architectural guidance and review solution designs
• Mentor technical teams and support delivery of complex implementations

Requirements

• Minimum 8 to 12 years of IT experience with strong Salesforce background
• At least 4 plus years of hands on experience in Salesforce Service Cloud implementations
• Strong expertise in Salesforce Service Cloud features and architecture
• Experience with Lightning Platform, Apex, Flows, and Omni Channel
• Strong understanding of APIs, integration patterns, and middleware tools
• Experience with data modeling and enterprise CRM architecture
• Strong understanding of customer service operations, case management, and contact center processes
• Experience in designing solutions for enterprise scale CRM environments
• Strong communication and stakeholder management skills
• Ability to translate business needs into technical architecture
• Strong leadership and mentoring capabilities
• Salesforce Architect certification such as Application Architect or System Architect
• Experience in large scale enterprise Salesforce implementations
• Exposure to multi cloud Salesforce environments such as Sales Cloud or Experience Cloud

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