Service Cloud Architect

• 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

• 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

• 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

Collaborative culture with flexible hours