We are seeking an experienced Salesforce Solution Architect with deep expertise in Service Cloud to lead end-to-end solution architecture design and delivery. The ideal candidate will act as a bridge between business and technology translating complex business requirements into scalable high-quality Salesforce solutions while driving technical excellence across delivery teams.

Key Responsibilities

Solution Architecture & Design

• Own and drive end-to-end solution architecture for Salesforce Service Cloud implementations.

• Translate business requirements into scalable technical solutions aligned with best practices.

• Design solutions across Service Cloud Omni-Channel Routing Skill-Based Routing Automated Case Assignment and Einstein Bots.

• Define integration patterns data models security architecture and performance optimization strategies.

Technical Leadership & Delivery

• Lead end-to-end Service Cloud project delivery (Design to Hypercare).

• Provide technical governance and ensure adherence to Salesforce best practices.

• Conduct architecture reviews code reviews and design validations.

• Identify and mitigate technical risks and dependencies.

Business Collaboration

• Work closely with stakeholders to understand business requirements and processes.

• Convert functional requirements into technical design documents (HLD/LLD).

• Provide solution options and recommendations to stakeholders.

Team Management & Enablement

• Manage and mentor development teams (Developers QA Analysts).

• Ensure clear technical handover of designs to development teams.

• Guide teams on implementation approach and coding standards.

• Conduct workshops and knowledge transfer sessions.

Governance & Communication

• Drive daily stand-ups sprint reviews and technical meetings.

• Report progress risks and dependencies to delivery leadership.

• Ensure alignment with delivery timelines scope and quality expectations.

Required Skills & Expertise

• Strong expertise in Salesforce Service Cloud Omni-Channel Routing Queue-Based Routing Skill-Based Routing Einstein Case Classification

• Experience in Case Management SLA & Entitlements Knowledge Management.

• Hands-on knowledge of Apex Lightning (LWC/Aura) Flows REST/SOAP integrations data modeling.

Certifications

• Salesforce Service Cloud Consultant (Mandatory).

• Salesforce System Architect / Application Architect (Preferred).

• Platform Developer I & II.

• Additional certifications in Integration AI/Einstein (Preferred).

Experience Required

• 15 years of overall IT experience.

• 8 years in Salesforce ecosystem.

• 5 years in Solution Architect role.

• Experience delivering end-to-end Service Cloud implementations.

Key Competencies

• Strong analytical and problem-solving skills.

• Excellent communication and stakeholder management.

• Leadership and ownership mindset.