SFDC - Service Cloud Solutions Architect
Intuitive
Job Description
Position Summary
We are seeking a highly experienced Salesforce Service Cloud Architect to lead the design and implementation of scalable customer service and support solutions for the medical device industry. The ideal candidate will have deep expertise in Salesforce Service Cloud architecture, enterprise CRM transformation, and customer support operations, along with hands-on experience leading complex implementation programs.
This role requires a strong technology leader who can partner with business stakeholders to modernize customer support processes, improve agent productivity, enhance customer experience, and deliver scalable enterprise solutions integrated with multiple business systems.
Key Responsibilities
- Lead architecture, design, and implementation of enterprise Salesforce Service Cloud solutions.
- Partner with customer support, technical support, field service, quality, training, and commercial operations teams to define business requirements and scalable CRM solutions.
- Design and implement solutions leveraging:
- Case Management
- Omni-Channel Routing
- Knowledge Management
- Entitlements & SLAs
- CTI / Telephony Integration
- Digital Engagement
- Customer Communities / Experience Cloud
- Chatbots and AI-powered support
- Email-to-Case and Web-to-Case
- Service Console
- Define enterprise architecture standards, integration frameworks, and data governance strategies.
- Lead discovery sessions, solution workshops, architecture reviews, and roadmap planning.
- Provide hands-on technical leadership for Salesforce configuration, customization, integrations, and deployment activities.
- Design integrations with ERP, product management, entitlement systems, field service, and enterprise platforms.
- Collaborate with business leaders to improve customer support KPIs including case resolution time, customer satisfaction, and agent efficiency.
- Ensure solutions align with compliance and validation requirements within regulated medical device environments.
- Mentor developers, administrators, architects, and business analysts on Salesforce best practices.
- Support release planning, DevOps processes, environment strategy, and governance.
Vacancy posted 1 day ago
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