Job Description

Job title Salesforce Solution Architect - Service Cloud / Salesforce Consumer Goods Cloud & Core Architect

• Location Hyderabad

Opella is the self-care challenger with the purest and third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally  

Our mission is to bring health in people’s hands by making self-care as simple as it should be For half a billion consumers worldwide – and counting.

At the core of this mission is our 100 loved brands, our 11,000-strong global team, our 13 best-in-class manufacturing sites and 4 specialized science and innovation development centers. Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan.

B Corp certified in multiple markets, we are active players in the journey towards healthier people and planet. Find out more about our mission at www.opella.com

About the Job:

Salesforce Solution Architect - Service Cloud

As a Salesforce Solution Architect - Service Cloud or Salesforce Consumer Goods Cloud & Core Architect , you will play a pivotal role in designing, implementing, and optimizing Service Cloud solutions that drive exceptional customer service experiences. You'll work closely with stakeholders to understand their service requirements, analyze current service processes, and collaborate with the technical team to ensure the successful implementation of Service Cloud projects that deliver business value and enhance customer satisfaction.

Main Responsibilities:

• Gather and document service-related business requirements for Service Cloud or Salesforce Consumer Goods Cloud & Core Architect projects and enhancements

• Analyze current customer service processes and identify areas for improvement and optimization

• Create detailed solution designs, technical specifications, and user stories for Service Cloud implementations

• Design and architect comprehensive Service Cloud solutions including case management, knowledge base, omni-channel routing, and field service

• Facilitate workshops and stakeholder meetings to elicit requirements and validate solution designs • Collaborate with developers and administrators to ensure proper solution implementation and technical excellence

• Develop and maintain service process maps, workflows, and technical documentation

• Conduct gap analysis between business service needs and Service Cloud capabilities

• Support user acceptance testing and provide technical guidance during testing phases

• Design integrations between Service Cloud and external systems (telephony, chat, social media, ERP systems)

• Monitor solution performance and identify opportunities for continuous improvement and optimization

• Provide technical leadership and mentorship to junior team members on Service Cloud best practices

• Assist in change management and user adoption strategies for Service Cloud implementations

About You:

Required Qualifications and Background:

• 8+ years of experience as a Solution Architect specializing in Salesforce Service Cloud implementations or Salesforce Consumer Goods Cloud & Core Architect

• Salesforce Certified Administrator and Service Cloud Consultant certifications (additional certifications preferred)

• Strong understanding of Service Cloud platform capabilities including Case Management, Knowledge, Live Agent, Omni-Channel, Field Service Lightning

• Experience with Service Cloud integrations, CTI implementations, and telephony systems • Familiarity with Agile methodologies and solution architecture best practices

• Knowledge of customer service processes, ITIL frameworks, and service delivery methodologies

• Understanding of data modeling, security concepts, and Salesforce platform limitations

• Experience in solution design documentation and technical specification creation

Knowledge, Skills, and Abilities Required:

• Excellent analytical and problem-solving skills with focus on service optimization

• Strong communication and interpersonal abilities for stakeholder engagement • Ability to translate complex service requirements into scalable technical solutions

• Proficiency in creating technical architecture diagrams, process flows, and solution blueprints

• Deep understanding of customer service best practices and industry standards

• Attention to detail and commitment to delivering high-quality technical solutions

• Adaptability to changing project requirements and evolving Service Cloud capabilities

Why us?

At Opella, you will enjoy doing challenging, purposeful work, empowered to develop consumer brands with passion and creativity. This is your chance to grow new skills and be part of a bold, collaborative, and inclusive culture where people can thrive and be at their best every day.

We Are Challengers.

We are dedicated to making self-care as simple as it should be. That starts with our culture. We are challengers by nature, and this is how we do things:

All In Together: We keep each other honest and have each other's backs.

Courageous: We break boundaries and take thoughtful risks with creativity.

Outcome-Obsessed: We are personally accountable, driving sustainable impact and results with integrity.

Radically Simple: We strive to make things simple for us and simple for consumers, as it should be.

Join us on our mission. Health. In your hands.

www.opella.com/en/careers