Title: Salesforce Service Cloud Architect (Contact Center Cloud)
Location: Remote Work
Job Description:
We are seeking a Salesforce Service Cloud Architect to lead the solution design and technical architecture of enterprise Service Cloud implementations for global clients. This is a consulting, solution-side role requiring strong hands-on experience in contact center technologies, excellent communication skills, and the ability to translate business requirements into scalable Salesforce architectures.
Mandatory Certification: Salesforce Architect Certification
Key Responsibilities:
Architect and design end-to-end Salesforce Service Cloud solutions, including case management, omni-channel, CTI, chat, messaging, and digital engagement.
Own the Service Cloud technical architecture, providing hands-on leadership for Contact Centre Cloud implementations.
Lead and deliver Contact Centre Transformation initiatives within the last 4 years, modernizing customer service platforms, processes, and agent experiences using Salesforce Service Cloud.
Design scalable multi-org and multi-region Salesforce architectures with appropriate governance, security, and sharing models.
Lead integrations with external systems using APIs, middleware, and event-driven architectures.
Ensure strong data modelling, performance optimization, security, and compliance aligned with enterprise standards.
Define architecture standards, best practices, and deployment strategies across Service Cloud programs.
Design and guide analytics using Salesforce Reports, Dashboards, and CRM Analytics to support service operations.
Act as a trusted advisor in client discussions, workshops, and design reviews, clearly articulating technical solutions to business and IT stakeholders.
Required Skills & Experience:
Proven experience as a Salesforce Service Cloud Technical Architect on large-scale, enterprise implementations.
Strong hands-on experience with Contact Centre Cloud and omni-channel service solutions.
Demonstrated experience leading Contact Centre Transformations in the last 4 years.
Deep expertise in Salesforce core platform architecture (Service Cloud, Sales Cloud).
Experience leading Service Cloud implementations or migrations from legacy contact centre or CRM platforms.
Excellent verbal and written communication skills with strong client-facing exposure.
Salesforce Architect Certification mandatory.
Nice to Have:
Experience in the Education domain (student services, support portals, case management).
Exposure to offline or mobile-first service solutions.
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