Job Description

Years of experience: 10+ years of Salesforce Service Cloud experience.

Job Description: Salesforce Service Cloud Architect

• Design and architect Salesforce Service Cloud solutions that align with business objectives and scalability needs.
• Define the architecture for Service Cloud functionalities such as case management, Omni-Channel, Knowledge Base, Entitlements, and Milestones.
• Ensure solutions adhere to Salesforce best practices, and meet security, scalability, and compliance standards.

• Lead and mentor a team of Salesforce developers, administrators, and consultants.
• Provide technical guidance and oversee the delivery of Service Cloud solutions.
• Conduct code reviews to ensure high-quality implementation and adherence to best practices.

• Work closely with business stakeholders to understand requirements and translate them into technical solutions.
• Act as a trusted advisor, recommending Salesforce capabilities to enhance customer service operations.
• Collaborate with cross-functional teams, including marketing, sales, and IT, to ensure seamless integration of Service Cloud with other systems.

• Design and implement integrations between Salesforce and external systems using APIs, middleware (e.g., MuleSoft), and ETL tools.
• Automate service workflows and processes using tools such as Flow, Process Builder, and Apex.

• Monitor system performance and identify opportunities for improvement.
• Implement best practices to optimize Service Cloud functionality and user experience.

• Design and deliver advanced reports and dashboards to provide actionable insights for customer service teams.
• Enable data-driven decision-making by leveraging Service Cloud analytics and reporting capabilities.

• Conduct training sessions for users and team members to ensure the successful adoption of Service Cloud solutions.
• Develop technical documentation and user guides for implemented solutions.

Experience:

• Minimum 8+ years of Salesforce experience with a focus on Service Cloud.
• Proven track record of designing and implementing end-to-end Service Cloud solutions.

Technical Skills:

• Expertise in Apex, Visualforce, Lightning Web Components (LWC), and SOQL.
• Strong knowledge of Salesforce Service Cloud features, including Omni-Channel, Case Management, Knowledge Base, Entitlements, and Milestones.
• Experience with integration tools and APIs (e.g., REST/SOAP) and middleware platforms like MuleSoft.
• Familiarity with DevOps tools such as Copado, Gearset, or Jenkins for deployment.

Certifications:

• Salesforce Certified Service Cloud Consultant (Must have).
• Salesforce Certified Application Architect/System Architect (Must Have).
• Salesforce Certified Platform Developer I/II (Preferred).

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