Sr. Service Cloud Solution Architect/Manager

Sr Service Cloud Solution Architect

This is a remote position. Our client is looking for Sr Service Cloud Solution Architect (100% Remote). Job Duration: Long Term Contract (Possibility Of Further Extension) Our SAAS client plays a pivotal role in driving business success through data-driven decision-making and operational excellence. The team manages enterprise-wide applications, including ERP, CRM, and BI systems. By harnessing the power of data and advanced analytical tools, they provide valuable insights that help in strategic initiatives, optimize processes, and enhance overall performance.

Position Summary: Service Cloud Manager/Solutions Architect leads the design and delivery of scalable Salesforce Service Cloud solutions that enhance customer experience and operational efficiency. This role partners with business stakeholders, manages cross-functional teams, and provides technical leadership to ensure solutions align with business goals and Salesforce best practices.

Key Responsibilities:

• Act as a Service Cloud SME, defining architecture standards, governance, and best practices.
• Architect and implement Service Cloud features (Case Management, Omni-Channel, Knowledge, Entitlements, automation with Flows/Apex).
• Integrate Service Cloud with external systems (ERP, CTI, portals, knowledge systems) using tools like MuleSoft, Boomi, or Informatica.
• Define data models, automation, security, and performance standards.
• Provide thought leadership on Service Cloud roadmap, emerging features (Einstein AI, Case Swarming).
• Collaborate with business stakeholders, bridging business and technical needs.
• Lead and mentor Salesforce developers, admins, and junior team members.

Required Experience: 5+ years in software/system/enterprise architecture. Proven expertise in Salesforce platform and Service Cloud capabilities. Experience with complex, large-scale implementations, SaaS/PaaS, and integrations. Strong skills in enterprise app integration, AI/analytics, and data management. Excellent communication, leadership, and problem-solving skills.

Desired Technical Skills & Certifications: Deep knowledge of Service Cloud (Case Management, Omni-Channel, Entitlements, Knowledge, Service Console). Hands-on with Einstein AI features (Bots, Case Classification, Next Best Action). Proficiency in Salesforce development (Apex, LWC, VisualForce, APIs, OAuth, Platform Events). Data management and integration via ETL tools and middleware. Ability to design scalable, secure, and high-performance architectures.

Company Benefits: Medical, Dental, Vision, Paid Sick leave, 401K