Solution Architect (Service Cloud)

Diligent; Vancouver; On-site; CAD 120,000 - 150,000; Full time

Job summary

A leading company in modern governance is seeking a Solution Architect specializing in Service Cloud. This role involves designing scalable Salesforce solutions, collaborating with stakeholders, and mentoring team members. The ideal candidate will have extensive experience in software architecture and Salesforce products, driving innovation and strategic initiatives within the organization.

Qualifications

• 8+ years in software, system, or enterprise architecture.
• Expertise in Salesforce products and platform capabilities.
• Experience with large-scale SaaS implementations.

Responsibilities

• Lead design and implementation of Salesforce Service Cloud solutions.
• Gather requirements and architect end-to-end service solutions.
• Mentor junior staff and guide cross-functional teams.

Skills

Leadership

Strategic thinking

Problem solving

Excellent communication

Tools

APEX

SOQL

REST APIs

SOAP APIs

Job description

Join or sign in to find your next job

Join to apply for the Solution Architect (Service Cloud) role at Diligent

3 days ago Be among the first 25 applicants

Join to apply for the Solution Architect (Service Cloud) role at Diligent

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit, and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices to make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You join a team of passionate, smart, and creative people who aim to build the software company of the future and make the world a more sustainable, equitable, and better place. Be part of a global community on a mission to make a real impact.

Learn more at diligent.com.

The Team

Our Analytics and Applications team drives business success through data-driven decision-making and operational excellence. We manage enterprise-wide applications, including ERP, CRM, and BI systems, providing insights that inform strategic initiatives, optimize processes, and enhance performance.

Position Overview

The Solution Architect – Service Cloud leads the design and implementation of scalable, customer-centric Salesforce Service Cloud solutions. Working closely with stakeholders across Customer Support, Customer Success, and Support Operations, the role involves gathering requirements, architecting end-to-end service solutions, leading cross-functional teams, providing technical guidance, and mentoring junior staff. Expertise in Service Cloud features—including case management, knowledge base, omni-channel, automation, and Einstein AI—is essential for delivering high-performance, scalable, and integrated solutions aligned with business goals.

Key Responsibilities

• Lead with Expertise
  • Serve as a trusted Service Cloud SME, providing guidance on architecture, strategy, and best practices.
  • Stay updated on Service Cloud innovations, product developments, and trends.
  • Define architecture standards, best practices, and governance frameworks.
• Innovate & Solve Problems
  • Architect features like Case Management, Omni-Channel, Knowledge Base, Entitlements, and automation using Flows or Apex.
  • Identify gaps and design improvements or custom solutions.
  • Lead on Service Cloud roadmap, emerging features, and continuous improvements.
  • Guide integration with other platforms (e.g., CTI, ERP, portals) using middleware tools.
  • Define data models, automation, and user interface components.
  • Advise on configuring versus customizing versus using AppExchange products.
  • Ensure solutions are secure, maintainable, and optimized for performance.
  • Set standards for documentation, testing, and deployment.
  • Enforce data governance and security policies.
• Stakeholder Collaboration
  • Work with business stakeholders and executives to gather and refine requirements.
  • Act as a bridge between business needs and technical teams.
  • Present architecture solutions to leadership and advocate for technical decisions.
• Leadership
  • Manage and mentor Salesforce team members, promoting upskilling.
  • Guide developers, admins, and other team members through technical delivery.

Required Experience

• 8+ years in software, system, or enterprise architecture.
• Expertise in Salesforce products, platform capabilities, and best practices.
• Experience with large-scale, complex SaaS, PaaS implementations.
• Strong knowledge of enterprise application integration, AI, and analytics.
• Experience working in cross-functional teams.
• Self-starter with leadership in projects.
• Excellent communication and presentation skills.
• Strategic thinking and problem solving.

Desired Technical Skills

• Expertise in Service Cloud features.
• Experience configuring Einstein Bots, Einstein Case Classification & Next Best Action.
• Proficient in data management, integration, SOQL, REST/SOAP APIs, middleware tools.
• Ability to develop custom triggers, controllers, batch jobs, and asynchronous processes.
• Familiarity with APEX, LWC, VisualForce, OAuth, Platform Events, External Objects, Salesforce Connect.
• Proven ability to design scalable, high-performance architectures following Salesforce best practices.

Certifications (Preferred)

• Salesforce Certified Service Cloud Consultant
• Salesforce Certified Application Architect / System Architect

Pay Range

$120,000—$150,000 CAD