Senior Salesforce Service Cloud Solution Architect

SUMMARY

The Senior Salesforce Service Cloud Solution Architect leads the design, governance, and delivery of enterprise Salesforce Service Cloud capabilities within the IT organization. This role partners IT leadership, business stakeholders, implementation partners, onshore and offshore delivery teams to translate business needs into scalable Salesforce solutions. The architect will be expected not only to develop strategic architecture but also to actively participate in requirements analysis, solution design, troubleshooting, root-cause analysis, implementation, production stabilization, and continuous improvement.

The ideal candidate will have deep hands-on experience designing and implementing Salesforce Service Cloud solutions integrated with Oracle E-Business Suite R12, particularly Oracle Service Contracts, Install Base and service-related order processes. The position is responsible for Service Cloud architecture, development, multi-cloud solution design, integration, data migration strategy, contact center and CTI integration, security, sharing models, platform governance, and delivery readiness across complex Salesforce programs.

ESSENTIAL DUTIES & KEY RESPONSIBILITIES

Salesforce Architecture & Solution Design

• Provide deep Service Cloud architecture expertise across Case Management, Knowledge, Assets, Entitlements, Digital Engagement, Omni-Channel, Salesforce Voice/CTI, service routing, and customer service operations.
• Actively participate in hands-on Salesforce development and configuration as needed, including Salesforce Flow, Apex, Lightning Web Components, validation rules, security configuration and Service Cloud functionality.
• Take ownership of assigned enhancements from requirements through design, development, testing, deployment, and post-production validation, ensuring solutions are delivered successfully and on schedule.
• Establish and enforce Salesforce architecture and development standards for configuration, Flow, Apex, Lightning components, APIs, integrations, security, and data models.
• Review and approve technical designs and code changes for major Salesforce enhancements, ensuring adherence to development standards and platform best practices.
• Evaluate Salesforce org consolidation, Agent force, modernization or transformation opportunities as required to reduce complexity and improve operational effectiveness.
• Serve as the senior Salesforce technical advisor to IT and business leadership, clearly communicating architecture decisions, risks, dependencies, tradeoffs and recommendations.

Integration, Data & Contact Center Capabilities

• Lead the architecture, design, development, and support of Salesforce integrations with Oracle E-Business Suite R12 and other enterprise applications using MuleSoft, APIs, event-driven integrations, and other appropriate integration patterns.
• Work closely with Salesforce, Oracle EBS and MuleSoft development teams to design and implement reliable real-time and batch integrations based on business requirements.
• Lead troubleshooting and root-cause analysis for complex issues spanning Salesforce, integration.
• Guide enterprise data migration, data governance, and data quality considerations for Salesforce programs.
• Support CTI and contact center integration architectures, including Salesforce integrations with telephony platforms and AWS-based contact center technologies such as Amazon Connect.
• Ensure Salesforce designs align with enterprise architecture, security, compliance, and operational support standards.

TRAVEL REQUIRED

Minimal to moderate domestic travel may be required based on project needs, workshops, or business stakeholder engagement.

EDUCATION

• A bachelor’s degree in information technology, computer science, business systems, or a related field is preferred, or equivalent professional experience.

EXPERIENCE

• 8+ years of Salesforce experience, including at least 3+ years serving as a Solution Architect or Lead Architect.
• Deep experience designing, implementing, enhancing, and supporting Salesforce Service Cloud in complex enterprise environments.
• Strong hands-on experience with Case Management, Knowledge, Assets, Entitlements, Omni-Channel, Digital Engagement, Salesforce Flow, Apex, Lightning Web Components, security, and sharing models.
• Demonstrated ability to own Salesforce enhancements through the complete lifecycle, including requirements, solution design, hands-on development/configuration, testing, deployment, production validation, and post-release support.
• Experience integrating Salesforce with Oracle E-Business Suite R12 or another enterprise ERP.
• Experience with multi-cloud Salesforce architecture, including dependencies across Service Cloud, Sales Cloud, Revenue Cloud(RCA)/CPQ, customer data, products, assets, orders and related business processes.
• Experience integrating Salesforce with telephony/CTI systems; Amazon Connect experience is a plus.
• Proven experience consolidating and merging Salesforce orgs.
• Experience gathering requirements and writing user stories in Agile environments.
• Strong client-facing communication, stakeholder management, workshop facilitation, problem-solving, and strategy skills.

CERTIFICATES, LICENSES, REGISTRATIONS

• Salesforce Service Cloud Certification required.
• Salesforce Certified Platform Developer certification preferred
• Salesforce Service Cloud Consultant Certification preferred.
• Salesforce Application Architect Certification preferred.
• Salesforce System Architect Certification preferred.
• Salesforce Certified Technical Architect (CTA) strongly preferred.