Senior Salesforce Service Cloud Solution Architect

Role Description

The Senior Salesforce Service Cloud Solution Architect leads the design, governance, and delivery of enterprise Salesforce Service Cloud capabilities within the IT organization. This role partners with IT leadership, business stakeholders, implementation partners, onshore and offshore delivery teams to translate business needs into scalable Salesforce solutions. The architect will be expected to develop strategic architecture and actively participate in:

• Requirements analysis
• Solution design
• Troubleshooting
• Root-cause analysis
• Implementation
• Production stabilization
• Continuous improvement

The ideal candidate will have deep hands-on experience designing and implementing Salesforce Service Cloud solutions integrated with Oracle E-Business Suite R12, particularly Oracle Service Contracts, Install Base, and service-related order processes. The position is responsible for:

• Service Cloud architecture
• Development
• Multi-cloud solution design
• Integration
• Data migration strategy
• Contact center and CTI integration
• Security
• Sharing models
• Platform governance
• Delivery readiness across complex Salesforce programs

Qualifications

• A bachelor’s degree in information technology, computer science, business systems, or a related field is preferred, or equivalent professional experience.
• 8+ years of Salesforce experience, including at least 3+ years serving as a Solution Architect or Lead Architect.
• Deep experience designing, implementing, enhancing, and supporting Salesforce Service Cloud in complex enterprise environments.
• Strong hands-on experience with Case Management, Knowledge, Assets, Entitlements, Omni-Channel, Digital Engagement, Salesforce Flow, Apex, Lightning Web Components, security, and sharing models.
• Demonstrated ability to own Salesforce enhancements through the complete lifecycle, including requirements, solution design, hands-on development/configuration, testing, deployment, production validation, and post-release support.
• Experience integrating Salesforce with Oracle E-Business Suite R12 or another enterprise ERP.
• Experience with multi-cloud Salesforce architecture, including dependencies across Service Cloud, Sales Cloud, Revenue Cloud(RCA)/CPQ, customer data, products, assets, orders, and related business processes.
• Experience integrating Salesforce with telephony/CTI systems; Amazon Connect experience is a plus.
• Proven experience consolidating and merging Salesforce orgs.
• Experience gathering requirements and writing user stories in Agile environments.
• Strong client-facing communication, stakeholder management, workshop facilitation, problem-solving, and strategy skills.

Requirements

• Salesforce Service Cloud Certification required.
• Salesforce Certified Platform Developer certification preferred.
• Salesforce Service Cloud Consultant Certification preferred.
• Salesforce Application Architect Certification preferred.
• Salesforce System Architect Certification preferred.
• Salesforce Certified Technical Architect (CTA) strongly preferred.

Benefits

• Generous compensation and benefits packages including health benefits.
• 401k contribution.
• 7 paid holidays + 2 floating holidays of your choosing.
• Generous paid time off.
• Tuition reimbursement assistance program.
• Eligibility for performance-based bonuses or commissions, where applicable.

Pay Transparency

Pursuant to the requirements of applicable State laws and regulations, the starting salary range for this position is $180-195K USD. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

EEO Statement

Natus Medical is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.