Position Overview
The Salesforce Service Cloud Architect is responsible for designing, implementing, and
optimizing scalable Service Cloud solutions that align with business goals. This role will lead
end-to-end architecture across the service ecosystem, including case management, omnichannel
routing, knowledge management, integration patterns, automation, and overall platform
governance. The architect will partner with business stakeholders, product owners, and technical
teams to drive service excellence and digital transformation.
Key Responsibilities
Solution Architecture & Design
Lead the architecture and design of complex Salesforce Service Cloud solutions, ensuring
scalability, security, and adherence to best practices.
Translate business requirements into highlevel and detailed technical designs for Service Cloud
features like Case Management, Omni-Channel, CTI, Knowledge, Digital Engagement,
SelfService Portals, and Field Service (optional).
Define and maintain architectural standards, reference architectures, and integration patterns.
Salesforce Implementation & Delivery
Oversee configuration and development across Service Cloud components (flows, automation,
case workflows, routing, macros, screens, console apps).
Guide developers and admins in implementing high-quality solutions.
Perform technical reviews, solution validations, and release planning.
Position Overview
The Salesforce Service Cloud Architect is responsible for designing, implementing, and
optimizing scalable Service Cloud solutions that align with business goals. This role will lead
end-to-end architecture across the service ecosystem, including case management, omnichannel
routing, knowledge management, integration patterns, automation, and overall platform
governance. The architect will partner with business stakeholders, product owners, and technical
teams to drive service excellence and digital transformation.
Key Responsibilities
Solution Architecture & Design
Lead the architecture and design of complex Salesforce Service Cloud solutions, ensuring
scalability, security, and adherence to best practices.
Translate business requirements into highlevel and detailed technical designs for Service Cloud
features like Case Management, Omni-Channel, CTI, Knowledge, Digital Engagement,
SelfService Portals, and Field Service (optional).
Define and maintain architectural standards, reference architectures, and integration patterns.
Salesforce Implementation & Delivery
Oversee configuration and development across Service Cloud components (flows, automation,
case workflows, routing, macros, screens, console apps).
Guide developers and admins in implementing high-quality solutions.
Perform technical reviews, solution validations, and release planning.
Integration & Data Architecture
Architect integrations between Salesforce and external systems using APIs, Mulesoft,
REST/SOAP services, event-driven integrations, etc.
Lead data modeling, data migration, and data quality initiatives.
Governance & Best Practices
Ensure adherence to Salesforce platform limits, security models, role hierarchies, and sharing
settings.
Set up DevOps/CI-CD pipelines (Copado, Azure DevOps, GitLab, or Salesforce DevOps
Center).
Manage technical debt and enforce coding and configuration standards.
Stakeholder & CrossFunctional Leadership
Work with service operations, product managers, and customer service leaders to analyze
business needs.
Provide expert guidance on roadmap planning, new Service Cloud features, and continuous
improvement initiatives.
Communicate complex technical concepts to non-technical stakeholders.
Pay: ₹100,000.00 - ₹130,000.00 per month
Benefits:
Experience:
- Salesforce: 10 years (Preferred)
- Architect/Lead: 3 years (Preferred)
Work Location: Remote
