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NTT DATA Logo NTT DATA · IT - Software Development

Service Cloud Architect

India, Hyderabad · Job Posted January 24, 2026
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Job Description

We are seeking an experienced Salesforce Integration Architect with deep expertise in Service Cloud and Experience Cloud. The role involves defining the integration architecture, solution blueprints, and technical governance for Salesforce implementations, ensuring seamless connectivity with external systems while delivering scalable, secure, and high-performing customer and partner experiences.

Job Responsibility

  • Own the end-to-end solution architecture for Salesforce Service Cloud & Experience Cloud implementations
  • Define and enforce integration patterns (API-led, event-driven, real-time, batch, middleware-based)
  • Align Salesforce architecture with enterprise integration strategy, security policies, and compliance frameworks
  • Partner with enterprise architects and business leaders to ensure scalable and future-ready CRM solutions
  • Architect solutions for case management, omni-channel routing, knowledge base, and digital engagement
  • Ensure agent productivity through Service Console optimization and automation (Flows, Einstein Bots, Macros)
  • Integrate Service Cloud with telephony, chat, and external ticketing/workforce systems
  • Design and oversee customer/partner portals with secure authentication, role-based access, and self-service capabilities
  • Define integration patterns between portals and backend systems (case deflection, deal registration, order tracking)
  • Provide guidance on LWC/Apex/branding customization while ensuring performance optimization
  • Architect integrations using REST/SOAP APIs, Streaming APIs, Platform Events, External Services
  • Leverage middleware (MuleSoft preferred, or Boomi/Informatica/Dell Boomi) for enterprise integration
  • Define and implement SSO, OAuth, JWT, and Identity Federation strategies for unified access
  • Ensure data quality, synchronization, and governance across Salesforce and external systems (ERP, Core Banking, Legacy)
  • Act as a design authority, reviewing and approving solution blueprints
  • Mentor developers, consultants, and admins on integration best practices
  • Collaborate with security, DevOps, and compliance teams to ensure adherence to standards
  • Provide technical leadership in Agile/Scrum delivery models

Requirements

  • 10+ years in Salesforce ecosystem, with 4+ years as an Integration/Solution Architect
  • Proven expertise in Service Cloud (Case Mgmt, Omni-Channel, Knowledge, Service Console)
  • Strong Experience Cloud knowledge: portals, access management, customization (LWC, Apex, Flows)
  • Hands-on expertise with integration patterns, APIs, event-driven architectures, middleware (MuleSoft preferred)
  • Deep understanding of Salesforce security models, SSO, Identity & Access Management
  • Salesforce certifications highly preferred: Integration Architect (mandatory for this role), Sharing & Visibility Designer, Service Cloud Consultant, Experience Cloud Consultant, Application/System Architect (big plus)
  • Bachelor's degree in Computer Science

Nice to have

  • Exposure to AWS, Azure, or GCP cloud services for hybrid architectures
  • Familiarity with Service Cloud Voice (Amazon Connect / Genesys)
  • Experience with Einstein AI, Tableau CRM (Analytics), and Marketing Cloud
  • Knowledge of regulatory compliance (GDPR, HIPAA, PCI DSS, SOC2) for enterprise clients

What we offer

Collaborative culture with flexible hours

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