Salesforce Architect - Service Cloud

Position : Salesforce Technical Architect - Service Cloud

Experience : 12-15 Years

Location : Hyderabad, India

Employment Type : Full-time

Role Summary :

We are seeking an accomplished Salesforce Technical Architect Service Cloud to join our team in Hyderabad. This role requires extensive experience in designing and architecting enterprise-scale Service Cloud solutions, driving technical governance, and aligning Salesforce implementations with business strategy. The ideal candidate will combine deep Service Cloud expertise, architectural leadership, and hands-on technical ability, with proven experience in managing distributed teams and ensuring successful project execution.

Key Responsibilities :

Architecture & Solution Design :

- Define and own the end-to-end architecture for Salesforce Service Cloud solutions at enterprise scale.

- Design data models, security models, and integration architectures for complex business environments.

- Establish and enforce technical governance, coding standards, and best practices across Salesforce programs.

- Ensure compliance with Salesforce Well-Architected Framework, security standards, and regulatory requirements.

Administration & Governance :

- Oversee critical administration areas such as roles, profiles, permission sets, sharing rules, workflows, and automation tools.

- Define governance frameworks for configuration management, change management, and release management.

- Provide architectural guidance on data quality, system performance, and sandbox strategy.

Technical Leadership & Mentorship :

- Act as the technical authority for Service Cloud initiatives, guiding developers, admins, and consultants.

- Conduct design and architecture reviews to ensure solutions are scalable, secure, and maintainable.

- Mentor technical teams and promote continuous learning of Salesforce Service Cloud capabilities.

Project Delivery & Execution :

- Lead enterprise-wide Service Cloud implementations, including Case Management, Knowledge Management, OmniChannel, CTI integrations, and Service Console.

- Oversee complex integrations with ERP, telephony, middleware, and external applications.

- Collaborate with program managers to manage timelines, risks, and dependencies, ensuring successful project outcomes.

- Coordinate with onshore and offshore teams to ensure architectural alignment and delivery excellence.

Stakeholder & Client Advisory :

- Partner with business leaders to translate requirements into scalable technical architecture.

- Serve as a trusted advisor to clients and leadership on Service Cloud strategy and roadmap.

- Present architectural designs, tradeoffs, and recommendations to senior stakeholders and executives.

Innovation & Continuous Improvement :

- Stay ahead of Salesforce Service Cloud releases, AppExchange products, and industry innovations.

- Promote adoption of automation, AI/Einstein features, and advanced architectural patterns.

- Contribute to defining and scaling enterprisewide Salesforce governance frameworks.

Required Skills & Qualifications :

- 12- 15 years of IT experience with 7+ years in Salesforce CRM.

- Proven expertise in architecting largescale Salesforce Service Cloud solutions.

- Strong command of Service Cloud features : Case Management, Knowledge Base, OmniChannel, CTI, and Service Console.

- Hands-on proficiency in Apex, Visualforce, Lightning Components, SOQL, REST/SOAP APIs.

- Solid understanding of Salesforce security, data model, and integration frameworks.

- Experience with integration platforms (e.g., MuleSoft, REST/SOAP web services, middleware).

- Strong leadership, stakeholder engagement, and communication skills.

- Experience working with distributed global teams and managing offshore coordination.

Preferred Certifications :

- Salesforce Certified Technical Architect (CTA) highly desirable

- Salesforce Certified Application Architect / System Architect

- Salesforce Certified Service Cloud Consultant

- Salesforce Platform Developer I/II

- Salesforce Administrator / Advanced Administrator