Salesforce Solution Architect

Technical Solution Architect -Salesforce Service CloudWe are seeking a highly technical, hands-on Salesforce Service Cloud Technical Architect to lead the architecture, development, and telephony integration of our customer service platform. This is a deep engineering role: the successful candidate will spend a significant portion of their time writing and reviewing production-grade code while owning the end-to-end technical design of Service Cloud solutions integrated with cloud telephony (CTI) — preferably Amazon Connect / Service Cloud Voice — and modern AWS services. Beyond core platform work, this role is responsible for building AI-powered service experiences on Salesforce (Einstein / Agentforce and externally hosted LLMs), standing up and configuring Salesforce MCP (Model Context Protocol) servers to safely expose Salesforce data and actions to AI agents, and directly managing a team of developers — setting technical direction, allocating work, and being accountable for the team's delivery and quality.Responsibilities:Hands-On Development & Technical Architecture (40%): Personally design and write complex, production-grade Apex (classes, triggers, batch, queueable, scheduled, and future/async patterns), Lightning Web Components, and SOQL/SOSL — this role codes daily and is expected to set the coding bar for the team.Own the end-to-end technical architecture for Service Cloud initiatives, from requirements through deployment, including data model, integration design, and scalability for large data volumes.Enforce test-driven development, high Apex test coverage, secure coding practices, and strict adherence to Salesforce governor limits and platform performance standards.Build and maintain complex integrations using REST/SOAP APIs, Platform Events, callouts, streaming, and middleware.Design automation with Flow Builder and custom business logic, and lead technical-debt reduction and refactoring efforts.CTI & Telephony Integration (20%): Design, implement, and support Computer Telephony Integration (CTI) on Service Cloud, preferably using Amazon Connect and Salesforce Service Cloud Voice.Build and maintain call flows, softphone integrations, screen pops, omni-channel routing, real-time transcription, and call-recording integrations.Integrate telephony events and contact data between Amazon Connect and Salesforce, ensuring reliability, low latency, and accurate reporting.Troubleshoot production voice/CTI issues across the Salesforce and AWS boundary.AI Integration & MCP Configuration (20%): Design and build AI-powered service experiences using Salesforce AI (Einstein for Service, Agentforce, Prompt Builder, Einstein Trust Layer) and/or externally hosted LLMs invoked via API.Configure, deploy, and secure Salesforce MCP (Model Context Protocol) servers to expose Salesforce data, objects, and actions to AI agents and copilots in a governed, permissioned way.Implement grounding, retrieval, prompt orchestration, guardrails, and monitoring for AI features, with strong attention to data security and the Einstein Trust Layer / equivalent controls.Build proof-of-concepts and production integrations that connect Salesforce, AWS AI services, and LLM providers.Team Leadership & Developer Management (20%): Directly manage a team of Salesforce developers — assign and prioritize work, set technical direction, review code, and hold the team accountable for quality and delivery.Own performance management, mentoring, career development, and technical hiring for the development team.Establish and enforce development best practices, coding standards, branching strategy, and documentation.Partner with product managers, business analysts, QA, and support teams; drive refinement, estimation, sprint planning, release planning, and post-release validation.Communicate technical trade-offs, risks, and timelines clearly to both technical and non-technical stakeholders.Required Qualifications:Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.7+ years of hands-on Salesforce development experience, with at least 4 years focused on Service Cloud and a demonstrable record of writing complex production code (this is not a hands-off role).Expert-level proficiency in Apex, Lightning Web Components, asynchronous/batch processing, and SOQL/SOSL, including performance tuning and governor-limit optimization.Proven, hands-on experience implementing CTI on Service Cloud, preferably Amazon Connect and/or Salesforce Service Cloud Voice.Hands-on experience with a modern AWS technology stack (e.g., Lambda, API Gateway, S3, EventBridge, DynamoDB, CloudWatch, IAM, and Amazon Connect).Experience building AI integrations with Salesforce (Einstein / Agentforce, Prompt Builder, or LLM-backed features via API).Experience configuring and securing MCP (Model Context Protocol) servers for Salesforce, or strong, demonstrable ability to do so.Experience managing or leading a team of developers, including code review, work allocation, and delivery accountability.Strong DevOps discipline: Git, CI/CD pipelines (Jenkins, GitHub Actions, or equivalent), and automated testing.Excellent written and verbal communication skills.Preferred Qualifications:Salesforce certifications, especially Platform Developer II, plus Service Cloud Consultant, Application/System Architect, or AI Specialist.AWS certifications (e.g., Solutions Architect, Developer Associate).Experience with Salesforce MIAW (Messaging for In-App and Web), CTI adapters, and Service Cloud Voice partner telephony.Hands-on experience with LLM providers (e.g., Anthropic Claude, OpenAI, Amazon Bedrock) and agentic/tool-calling patterns.Web development skills (JavaScript, TypeScript, HTML5, CSS3, React).Experience with agile methodologies and project management tooling.Contact center / customer service domain experience.Familiarity with enterprise integration platforms (MuleSoft, Dell Boomi) and data migration/ETL tooling.Required Skills & Abilities:Technical Expertise (Deep, Hands-On):Expert command of Apex, LWC, Aura, triggers, batch/queueable/scheduled/async patterns, and Lightning App Builder.Deep understanding of Service Cloud: case management, knowledge, omni-channel, service console, and Service Cloud Voice.Strong knowledge of the Salesforce security model — sharing rules, profiles, permission sets, field-level security — applied to both platform features and AI/MCP access.Solid data modeling skills, including custom objects, relationships, and large-data-volume considerations.CTI, AWS & AI:Practical experience integrating Salesforce with Amazon Connect for voice, routing, transcription, and recording.Working knowledge of core AWS services and event-driven, serverless architecture patterns.Ability to design AI features responsibly: grounding, prompt orchestration, guardrails, evaluation, and monitoring, with strong data-security controls.Ability to configure Salesforce MCP servers and expose scoped, governed tools/actions to AI agents.Integration & Architecture:Proven ability to design and implement complex integrations using REST/SOAP APIs, Platform Events, callouts, and middleware.Understanding of enterprise architecture patterns for scalable, resilient solutions.Experience with data migration strategies, ETL processes, and data quality management.Leadership & People Management:Demonstrated ability to lead and manage developers, set technical direction, and drive delivery.Strong mentoring, code-review, and knowledge-transfer skills.Excellent stakeholder communication and analytical problem-solving.Project Management:Experience with Scrum/Kanban and agile tooling.Ability to estimate effort, manage timelines, and coordinate deliverables across multiple priorities.Experience with change management and release management in enterprise environments.