Location: Needham (CDP), MA
Salary: $90.00 USD Hourly - $105.00 USD Hourly
Description: Cloud Solutions Architect / Tech Lead - Salesforce Service Cloud Technical Architect About the Role We are looking for a
hands-on Salesforce Service Cloud Architect to lead the technical direction of our global customer support platform. You will own architecture, integration strategy, platform scalability, and engineering excellence across customer care operations in North America, Latin America, and Europe.
This is not a coordination role. You will design systems, review code, solve production problems, mentor engineers, and make architectural decisions that directly impact customer experience on a scale.
What You'll Do Own the Service Cloud Platform - Define the architecture for Salesforce Service Cloud across multiple geographies and business units.
- Build scalable solutions for:
- Case Management
- Omni-Channel Routing
- Service Console
- Email-to-Case
- Knowledge Management
- Entitlements and Milestones
- Experience Cloud
- Balance standard Salesforce capabilities against custom development to maximize maintainability and performance.
Design Enterprise Integrations - Architect integrations between Salesforce and:
- Order Management Systems (OMS)
- Commerce platforms
- Contact Center/CCaaS solutions
- Warranty systems
- Ticketing platforms
- Identity providers
- Enterprise middleware
- Design reliable event-driven architectures using:
- REST APIs
- Platform Events
- Change Data Capture
- Queueables
- Batch Apex
- Scheduled jobs
Lead Engineering Excellence - Establish engineering standards, design patterns, and development practices.
- Conduct architecture reviews, code reviews, and technical mentoring.
- Help grow a high-performing Salesforce engineering organization.
- Own technical quality from design through production deployment.
Drive Operational Reliability - Design for scale, resiliency, observability, and maintainability.
- Lead root-cause analysis and incident response efforts.
- Improve release quality through CI/CD, automation, monitoring, rollback strategies, and governance.
Accelerate Delivery with AI - Champion responsible usage of AI-assisted development tools.
- Integrate tools such as:
- GitHub Copilot
- Claude
- Cursor
- Agentforce for Developers
- Establish engineering standards around security, validation, testing, and code review of AI-generated output.
Minimum Qualifications - 10+ years of experience in Salesforce development, architecture, or enterprise CRM engineering.
- Deep expertise in Salesforce Service Cloud.
- Advanced development experience with:
- Apex
- Lightning Web Components (LWC)
- Salesforce Flow
- SOQL/SOSL
- Platform Events
- Experience designing large-scale Salesforce architectures.
- Experience leading engineers, technical direction, and architecture governance.
- Experience delivering complex Salesforce integrations.
Preferred Qualifications - Salesforce Service Cloud Consultant Certification.
- Salesforce Platform Developer II.
- Salesforce Application Architect or System Architect.
- Experience with:
- MuleSoft
- Oracle Integration Cloud
- Copado
- Gearset
- Experience Cloud
- Contact Center Integrations (Genesys, NICE CXone, Five9, Amazon Connect)
- Multi-country or multi-region Service Cloud deployments.
- Experience implementing AI capabilities within Salesforce ecosystems.
- Consumer product, retail, eCommerce, or customer support domain experience.
Technical Signals We Look For Salesforce Platform - Apex
- Lightning Web Components (LWC)
- Flow
- Platform Events
- CDC (Change Data Capture)
- Service Cloud
- Experience Cloud
Architecture - Enterprise Integration Patterns
- Event-Driven Architecture
- Large Data Volume (LDV) Design
- Governor Limits
- Security & Sharing Models
- Identity & Access Management
Engineering - CI/CD
- Automated Testing
- Git
- Copado
- DevOps
- Production Support
- Observability
- Root Cause Analysis
Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.
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