We are seeking an experienced Salesforce Solution Architect with deep expertise in Service Cloud to lead end-to-end solution architecture, design, and delivery. The ideal candidate will act as a bridge between business and technology, translating complex business requirements into scalable, high-quality Salesforce solutions, while driving technical excellence across delivery teams.

Key Responsibilities

Solution Architecture & Design

• Own and drive end-to-end solution architecture for Salesforce Service Cloud implementations.

• Translate business requirements into scalable technical solutions aligned with best practices.

• Design solutions across Service Cloud, Omni-Channel Routing, Skill-Based Routing, Automated Case Assignment, and Einstein Bots.

• Define integration patterns, data models, security architecture, and performance optimization strategies.

Technical Leadership & Delivery

• Lead end-to-end Service Cloud project delivery (Design to Hypercare).

• Provide technical governance and ensure adherence to Salesforce best practices.

• Conduct architecture reviews, code reviews, and design validations.

• Identify and mitigate technical risks and dependencies.

Business Collaboration

• Work closely with stakeholders to understand business requirements and processes.

• Convert functional requirements into technical design documents (HLD/LLD).

• Provide solution options and recommendations to stakeholders.

Team Management & Enablement

• Manage and mentor development teams (Developers, QA, Analysts).

• Ensure clear technical handover of designs to development teams.

• Guide teams on implementation approach and coding standards.

• Conduct workshops and knowledge transfer sessions.

Governance & Communication

• Drive daily stand-ups, sprint reviews, and technical meetings.

• Report progress, risks, and dependencies to delivery leadership.

• Ensure alignment with delivery timelines, scope, and quality expectations.

Required Skills & Expertise

• Strong expertise in Salesforce Service Cloud, Omni-Channel Routing, Queue-Based Routing, Skill-Based Routing, Einstein Case Classification

• Experience in Case Management, SLA & Entitlements, Knowledge Management.

• Hands-on knowledge of Apex, Lightning (LWC/Aura), Flows, REST/SOAP integrations, data modeling.

Certifications

• Salesforce Service Cloud Consultant (Mandatory).

• Salesforce System Architect / Application Architect (Preferred).

• Platform Developer I & II.

• Additional certifications in Integration, AI/Einstein (Preferred).

Experience Required

• 15+ years of overall IT experience.

• 8+ years in Salesforce ecosystem.

• 5+ years in Solution Architect role.

• Experience delivering end-to-end Service Cloud implementations.

Key Competencies

• Strong analytical and problem-solving skills.

• Excellent communication and stakeholder management.

• Leadership and ownership mindset.