Job Description

Key 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 a strong Salesforce background.
- At least 4+ 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.