Role : Senior Salesforce CX Architect.

Location : Bangalore / Chennai (Hybrid).

Experience : 12+ Years.

Employment Type : Full-Time.

About the Role :

We are seeking an experienced Senior Salesforce CX Architect to lead enterprise-scale Salesforce Customer Experience (CX) initiatives and support the transition of a global customer engagement platform from Oracle CX to Salesforce CX.

This is a strategic architecture role requiring deep Salesforce expertise, managed services experience, and the ability to drive platform governance, modernization, and operational excellence.

Key Responsibilities :

- Assess and document end-to-end Salesforce solution architecture.

- Evaluate existing Salesforce implementations and recommend improvements aligned with Salesforce best practices.

- Review data models, security architecture, integrations, and custom developments.

- Identify technical debt, scalability concerns, and operational risks.

- Establish and enhance Salesforce managed services support models and governance frameworks.

- Drive architecture reviews, platform health assessments, and continuous improvement initiatives.

- Collaborate with business stakeholders, SMEs, and leadership teams to align Salesforce capabilities with business objectives.

- Guide support teams on releases, enhancements, integrations, and platform modernization.

- Mentor teams and implement Salesforce support best practices.

Required Skills :

- Strong experience with Salesforce Sales Cloud and Service Cloud.

- Experience with Experience Cloud and customer-facing portals.

- Knowledge of Salesforce Data Cloud and Customer 360.

- Understanding of Salesforce AI, Einstein AI, and Agentforce capabilities.

- Expertise in Salesforce platform architecture, security models, governance, and scalability.

- Hands-on experience with : Apex, Lightning Web Components (LWC), Flows, Platform Events, REST APIs & SOAP APIs, Middleware & Enterprise Integrations.

- Strong understanding of integration patterns and event-driven architectures.

- Experience assessing and governing complex Salesforce implementations.

Managed Services Experience :

- Experience supporting large enterprise Salesforce environments.

- Experience leading or establishing Salesforce Managed Services teams.

- Strong knowledge of ITIL processes and service management practices.

- Focus on operational excellence, support governance, and platform stability.

Preferred Qualifications :

- Salesforce Certified Application Architect.

- Salesforce Certified System Architect.

- Salesforce Certified Technical Architect (CTA) Preferred.

- Salesforce Service Cloud Consultant Certification.

- Salesforce Data Cloud Certification.

- Experience in customer experience transformation programs.

- Exposure to Oracle CX to Salesforce migration projects is highly desirable.

What We're Looking For :

- 12+ years of overall experience.

- Strong Salesforce Architecture background.

- Experience with global enterprise implementations.

- Managed Services leadership experience.

- Excellent communication and stakeholder management skills.

- Ability to engage with business leaders, architects, and delivery teams.

Interested candidates can share their resumes as "seema.bisht@glovetalent.com" !!.