Postes à Austin, United States

Job Title : Salesforce CX (Service Cloud) Architect

Experience Level : 10+ Years

Location : Remote, Canada

Job Overview : We are seeking an experienced Salesforce CX (Service Cloud) Architect to lead the design, implementation, and optimization of Customer Experience (CX) solutions leveraging Salesforce Service Cloud. The ideal candidate will combine deep technical expertise with strategic thinking to architect scalable, high-performing solutions that enhance customer engagement, streamline service processes, and drive business outcomes. As a Salesforce Architect, you will collaborate closely with business stakeholders, developers, and cross-functional teams to define solution architectures, integrations, and roadmaps aligned with organizational goals.

Key Responsibilities :

• Lead the architectural design, implementation, and optimization of Salesforce Service Cloud solutions, ensuring alignment with business and technical objectives.
• Act as the primary technical authority for Salesforce CX initiatives, advising on platform capabilities, design best practices, and solution trade-offs.
• Collaborate with business stakeholders to gather requirements, translate them into scalable, maintainable architectures, and create solution blueprints.
• Define data models, security models, sharing rules, and role hierarchies within Salesforce Service Cloud.
• Design and oversee integrations between Salesforce and external systems using APIs, middleware, and integration platforms (e.g., MuleSoft).
• Lead configuration and customization efforts including Omni-Channel, Case Management, Knowledge Management, Entitlement Management, Service Console, and Live Agent.
• Drive the implementation of automation solutions such as Flows, Process Builders, and Apex Triggers to streamline business processes.
• Ensure adherence to Salesforce architectural principles, coding standards, and security guidelines.
• Provide leadership and mentorship to development teams, conducting code reviews and technical workshops.
• Support release management, deployment strategies, and governance models for multi-org or complex Salesforce environments.
• Stay updated with Salesforce releases, emerging technologies, and industry trends to advise on innovation opportunities.
• Establish and maintain architectural documentation, design patterns, and reusable components.

Must-Have Skills :

• 10+ years of experience in the Salesforce ecosystem with at least 5+ years as Salesforce Architect focused on Service Cloud.
• Proven expertise in Service Cloud features : Omni-Channel, Case Management, Entitlement Management, Knowledge Base, Service Console, Live Agent / Chat, CTI integration.
• Strong experience in Salesforce data modeling, security, and sharing architecture.
• Deep understanding of Salesforce platform architecture (Lightning, APIs, Governor Limits, integration patterns).
• Proficiency in Apex, Visualforce, Lightning Components (Aura / LWC), Flows, and declarative tools.
• Demonstrated experience integrating Salesforce with external systems via REST / SOAP APIs, Middleware (e.g., MuleSoft, Dell Boomi).
• Experience with Omni-Channel routing, workforce management, SLAs, and escalation rules.
• Ability to design scalable, high-performing solutions for high-volume customer service operations.
• Salesforce Service Cloud Consultant and Application / System Architect certifications (minimum).
• Excellent communication, stakeholder management, and solution presentation skills.

Good-to-Have Skills :

• Experience implementing Salesforce Digital Engagement (WhatsApp, SMS, Facebook Messenger integrations).
• Exposure to Field Service Lightning (FSL) architecture and deployment.
• Familiarity with Salesforce Industries (Vlocity) and industry-specific service processes.
• Experience with DevOps and CI / CD tools for Salesforce (e.g., Copado, Gearset, Flosum).
• Exposure to Knowledge-Centered Support (KCS) methodology and knowledge base optimization.
• Working knowledge of Salesforce Experience Cloud (for customer portals / self-service communities).
• Understanding of Customer Data Platforms (CDP), Customer 360, Marketing Cloud integrations.
• Experience in Identity management with Salesforce and external IDP Salesforce Technical Architect certification (CTA) or actively working towards it.

Salesforce Architect • london, on, Canada