Salesforce Architect - Service Cloud/Contact Center

Role Expectations

Salesforce Service Cloud and Contact Center

• Design and implement best-in-class Salesforce-based call center solutions
• Optimize customer and agent experiences, workflows, and omnichannel processes using Salesforce tools such as Experience Cloud, Service Cloud, Voice, CPQ, BOTs, SMS, Online Sites, Order Management, Data Cloud, Einstein/Gen AI, and Unified Knowledge
• Ensure seamless omnichannel, end-to-end customer and agent experience across the contact center

Leadership

• Lead and mentor a team of Salesforce practitioners
• Ensure alignment with Salesforce best practices and standards

Solution Design

• Participate in pre-sales meetings and sales opportunities
• Create scalable and client-aligned solutions, estimate effort, and present proposals
• Lead requirements definition and solution design workshops
• Map business requirements to functional/technical solutions using out-of-the-box and custom Salesforce features
• Prepare solution blueprints and gap analysis

Project Delivery

• Oversee the full lifecycle of Salesforce solution implementation
• Guide business process design, system build, testing, and deployment
• Validate technical depth and assign correct resources
• Manage demos, UAT sessions, and ensure client satisfaction
• Architect scalable, secure, and performance-driven solutions
• Handle configurations, customizations, security models, and user setup
• Manage documentation of data mapping, workflows, and process improvements
• Lead Salesforce integration with external systems using APIs and middleware
• Utilize Einstein/Gen AI for insights and automation

Industry Knowledge

• Apply domain-specific expertise to build industry-relevant Salesforce solutions
• Customize Salesforce to meet sectoral regulations and compliance needs
• Stay informed on industry trends and leverage Salesforce Industry Cloud

Continuous Improvement and Innovation

• Keep up with Salesforce releases and recommend upgrades or enhancements
• Innovate and implement improvements for new and existing Salesforce environments
• Deliver user training and ongoing client/team support

Documentation

• Maintain detailed and updated documentation for solutions and implementations
• Ensure proper knowledge transfer for long-term sustainability

Qualifications

• 7+ years of experience with Salesforce implementations
• 10+ years in enterprise software application delivery
• Expertise in Salesforce Service Cloud and contact center design
• Strong integration knowledge across systems and middleware
• Industry experience in finance, healthcare, retail, tech, or other sectors
• Experience with Salesforce Einstein and Gen AI features (preferred)

Education

• Bachelor's degree in Computer Science, IT, or related field

Salesforce Certifications

• Salesforce Administrator (required)
• Salesforce Service Cloud (required)
• Experience Cloud (preferred)
• Data Cloud (preferred)
• Architect-level certifications for Contact Center (preferred)

Soft Skills

• Strong leadership and mentoring abilities
• Excellent problem-solving and analytical thinking
• Clear and effective communication and collaboration skills
• Team-oriented mindset with attention to quality and detail
• Experience working in Agile/Scrum environments