Salesforce Solution Architect

Key Responsibilities:

• Lead end-to-end Salesforce solution design with focus on Service Cloud capabilities including case management, knowledge base, SLAs, and service processes.
• Architect and design integration between Salesforce and Omnichannel platforms to enable seamless customer engagement across multiple touchpoints (voice, chat, email, social, etc.).
• Define and implement integration strategies with Genesys Contact Center, leveraging Salesforce CTI, APIs, and event-driven frameworks for real-time data exchange and agent experience optimization.
• Drive adoption of Salesforce Einstein and other AI capabilities to enhance case routing, service insights, sentiment analysis, and predictive analytics.
• Collaborate with business stakeholders, product owners, and development teams to translate functional requirements into scalable and performant Salesforce solutions.
• Ensure adherence to Salesforce best practices, data governance, and security standards.
• Conduct architecture reviews, design workshops, and provide technical leadership to development and support teams.
• Stay updated on latest Salesforce releases, features, and ecosystem innovations to continuously evolve solution architecture.

Required Skills and Experience:

• 10+ years of total IT experience, with minimum 5+ years in Salesforce architecture and solution design.
• Strong hands-on expertise in Salesforce Service Cloud, Omnichannel, CTI integrations, and Einstein AI.
• Proven experience integrating Salesforce with Genesys Cloud or other leading contact center solutions.
• Deep understanding of Salesforce Integration patterns, including REST/SOAP APIs, Platform Events, and Middleware tools (e.g., MuleSoft).
• Experience in Einstein Bots, Einstein Next Best Action, and Einstein Analytics setup and customization.
• Salesforce certifications such as:
• Salesforce Certified Application Architect / System Architect
• Salesforce Service Cloud Consultant
• Salesforce Integration Architect (preferred)
• Strong understanding of data modeling, security, governance, and DevOps practices within Salesforce ecosystem.
• Excellent communication, stakeholder management, and presentation skills.

Nice to Have:

• Experience working with Experience Cloud or Sales Cloud in addition to Service Cloud.
• Knowledge of AI-driven service automation, chatbots, or GenAI capabilities in Salesforce ecosystem.
• Familiarity with Agile/Scrum methodologies and CI/CD pipelines (e.g., GitHub, Copado, Gearset).

Education:

• Bachelor s or Master s degree in Computer Science, Information Technology, or related field.
• Relevant Salesforce certifications (Architect and Consultant level preferred).