Salesforce Solution Architect

Role Overview:

We are looking for an experienced Salesforce Solution Architect with strong expertise in Service Cloud, Omnichannel integrations, Genesys contact center integration, and AI enablement using Salesforce Einstein. The ideal candidate will lead the design, architecture, and implementation of scalable Salesforce solutions aligned with business objectives and technology strategy.

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).