Salesforce Service Cloud Solution Architect
Experience: 6–8+ Years
Employment Type: Contract
Job Summary
We are seeking an experienced Salesforce Service Cloud Solution Architect to lead the design, implementation, and optimization of enterprise-scale Salesforce Service Cloud solutions. The ideal candidate will possess a strong combination of functional expertise, technical architecture skills, and stakeholder management capabilities to support complex customer ecosystems and drive continuous improvement initiatives.
This role requires hands-on experience in Salesforce Service Cloud, solution architecture, enterprise integrations, production support, and customer-facing engagements.
Key ResponsibilitiesSolution Architecture & Customer Management
- Design scalable Salesforce Service Cloud solutions aligned with business objectives.
- Translate complex business requirements into robust technical architecture and solution designs.
- Architect data models, security models, role hierarchies, sharing rules, and visibility settings.
- Design end-to-end customer service solutions using:
- Omni-Channel Routing
- Service Console
- Live Agent
- Einstein Bots
- Knowledge Management
- Define governance for low-code and pro-code development using Flows, OmniStudio, Apex, and Lightning Web Components (LWC).
- Design secure, compliant solutions adhering to enterprise security and regulatory standards.
- Collaborate with business stakeholders, architects, and development teams throughout the solution lifecycle.
Problem Management & Continuous Improvement
- Perform Root Cause Analysis (RCA) for complex production issues.
- Recommend short-term mitigation and long-term resolution strategies.
- Identify recurring issues and implement preventive measures.
- Drive continuous improvement initiatives and operational excellence.
Salesforce Service Cloud Expertise
- Design and implement solutions involving:
- Case Management
- Omni-Channel Routing
- Service Console
- Knowledge Management
- Workflow Rules
- Salesforce Flows
- Automation
- DevOps and Release Management
- Analyze business requirements and recommend best-fit Salesforce capabilities.
Integration & Technical Support
- Design and support integrations between Salesforce and enterprise applications.
- Develop and troubleshoot integrations using:
- REST APIs
- SOAP APIs
- Middleware Platforms
- Diagnose integration issues using monitoring tools, logs, and debugging techniques.
Documentation & Knowledge Management
- Create and maintain:
- Solution Design Documents
- Root Cause Analysis (RCA) Documentation
- Technical Documentation
- Knowledge Base Articles
- Ensure documentation supports governance, audit readiness, and knowledge reuse.
Stakeholder Management
- Engage with business stakeholders and leadership teams.
- Provide regular project updates and technical recommendations.
- Participate in governance meetings and solution review sessions.
- Ensure high customer satisfaction through proactive communication and timely delivery.
Required SkillsMandatory
- 6–8+ years of Salesforce experience with strong expertise in Salesforce Service Cloud.
- Strong experience designing enterprise Salesforce solutions.
- Expertise in:
- Case Management
- Omni-Channel Routing
- Service Console
- Knowledge Management
- Salesforce Flows
- Validation Rules
- Automation
- Strong Apex development and debugging knowledge.
- Experience with Lightning Web Components (LWC).
- Strong understanding of REST/SOAP APIs and enterprise integrations.
- Experience working in large, integrated enterprise environments.
- Knowledge of CI/CD, DevOps, release management, and sandbox strategies.
- Strong understanding of Salesforce security architecture including:
- Profiles
- Permission Sets
- Sharing Rules
- Field-Level Security
- Role Hierarchies
Preferred Skills
- OmniStudio experience.
- Experience integrating Salesforce with CTI platforms.
- Middleware integration experience (MuleSoft, Dell Boomi, Informatica, etc.).
- Experience supporting large production (AMS/BAU) environments.
- Experience with incident and problem management processes.
- Strong documentation and stakeholder management skills.
Required CertificationsMandatory
- Salesforce Certified Service Cloud Consultant
- Salesforce Certified Platform Developer I
Preferred
- Salesforce Certified Application Architect
- Salesforce Certified System Architect
- Salesforce Certified Technical Architect (CTA)
What We're Looking For
- Strong solution architecture and technical leadership skills.
- Excellent analytical and problem-solving capabilities.
- Ability to work in fast-paced enterprise environments.
- Strong ownership, accountability, and customer-first mindset.
- Excellent verbal and written communication skills.
- Experience managing cross-functional and offshore teams.
Pay: ₹80,000.00 - ₹110,000.00 per month
Experience:
- Cloud Solution Architect: 6 years (Required)
Work Location: Remote
