Description

You will design and lead end-to-end Salesforce Service Cloud solutions for enterprise-scale implementations.

Responsibilities

• Architect end-to-end Service Cloud solutions including case management, omni-channel, CTI, chat, and digital engagement.
• Own the technical architecture for Contact Centre Cloud and lead Contact Centre Transformation initiatives.
• Design scalable multi-org and multi-region architectures with defined governance, security, and sharing models.
• Lead integrations using APIs, middleware, and event-driven architectures to connect external systems.
• Define architecture standards, deployment strategies, and data modeling practices across Service Cloud programs.
• Guide analytics implementation using Salesforce Reports, Dashboards, and CRM Analytics.

Required Skills

• Salesforce Architect Certification (mandatory).
• 4+ years of experience in Salesforce architecture and enterprise implementations.
• Deep expertise in Salesforce Service Cloud and Sales Cloud core platform architecture.
• Proven experience leading Contact Centre Transformations within the last 4 years.
• Hands-on experience with Contact Centre Cloud and omni-channel service solutions.
• Experience managing migrations from legacy contact centre or CRM platforms.
• Strong background in data modeling, performance optimization, and security compliance.
• Ability to lead technical workshops and articulate solutions to business and IT stakeholders.

Key Skills

Education

Any Gradute