Salesforce Technical Architect with Focus on contact centre transformations

Title: Salesforce Technical Architect with Focus on contact center transformations

Location: 100% Remote Supporting EST Hours
Duration: 12 Months
Rate: Negotiable

About the Role

We are seeking an experienced Salesforce Technical Architect to lead the design and delivery of large-scale Salesforce programs across Sales Cloud, Service Cloud, Experience Cloud, Data Cloud, and the Lightning Platform. This role will play a pivotal part in driving enterprise-grade contact center transformations, with a strong focus on omnichannel service, telephony integration, and customer experience excellence especially within the Travel & Hospitality sector.
You will collaborate closely with business stakeholders, product owners, architects, developers, and cross-functional teams to ensure scalable, high-quality Salesforce solutions that align with business strategy.

Key Responsibilities

Architecture & Solution Design
Lead end-to-end Salesforce architecture across Sales Cloud, Service Cloud, Experience Cloud, Data Cloud, and Lightning Platform.
Architect scalable solutions for contact center transformation including CTI, omni-channel routing, IVR, voice, chat, and digital engagement.
Define integration patterns and govern data flows across enterprise systems (ERP, CRM, data platforms, legacy systems).
Oversee multi-cloud architecture, ensuring alignment with Salesforce Well-Architected Framework.

Enterprise Implementation Leadership
Drive solution design for enterprise-scale Salesforce implementations with global complexity.
Provide architectural governance, technical leadership, and quality assurance throughout the SDLC.
Build reference architectures, technical standards, and reusable components.
Evaluate platform limits, performance considerations, and long-term scalability.

Cross-Cloud Expertise
Translate business and industry-specific requirements (Travel & Hospitality, Customer Service, Loyalty, Guest Experience) into technical solutions.
Lead Data Cloud architecture including data ingestion, harmonization, identity resolution, insights, and activation.
Guide Lightning Web Component (LWC) design patterns, Salesforce Automation, and declarative best practices.

Contact Center & Service Excellence
Architect and deliver Service Cloud Voice, digital channels, knowledge, case management, field service, and AI-driven service processes.
Work with telephony and CCaaS providers (Genesys, Avaya, Amazon Connect, NICE, etc.) to design seamless customer service journeys.
Define KPIs, SLAs, and performance architectures for high-volume service operations.

Collaboration & Stakeholder Management
Partner with business, UX, and product teams to define vision, roadmap, and release strategy.
Communicate architectural recommendations to executives and technical audiences.
Mentor and guide developers, admins, and junior architects.

Required Qualifications
15+ years of Salesforce experience, including complex enterprise implementations.
Deep expertise across Service Cloud, Sales Cloud, Experience Cloud, Data Cloud, and the Lightning Platform.
Proven experience in contact center transformation and omni-channel service implementations.
Strong integration experience: REST, SOAP, Mulesoft, APIs, event-driven architecture, middleware.
Experience in large multi-org, multi-cloud environments with global stakeholders.
Background working with or delivering solutions for Travel & Hospitality customers (preferred).
Hands-on experience with LWC, Apex, Flows, Platform Events, and enterprise data modeling.
Salesforce Certified Application Architect & System Architect required