Salesforce Service Cloud & Agentforce Technical Architect

Tata Consultancy Services; Leeds; On-site; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop provided

Phone

Training resources

Discounts within Tata network

Wellbeing initiatives

Job summary

Tata Consultancy Services in Leeds, UK, is seeking a senior Salesforce Architect to lead end-to-end architecture for Service Cloud and Agentforce. You will define target-state architecture, security, data models, and environment strategy while guiding scalable Service Cloud capabilities and AI-assisted service journeys.

You will drive enterprise DevOps across Azure DevOps, Git, Copado or Gearset, and establish trunk-based development with strong governance, rollback controls, and release

Qualifications

• Advanced understanding of Apex, Lightning Web Components, Flows, Platform Events, REST/SOAP APIs, Salesforce data modelling, and integration patterns.
• Expert-level Salesforce Service Cloud architecture and implementation experience in enterprise environments.
• Strong hands-on Agentforce implementation skills, including agent configuration, prompt design, actions, topics, grounding, orchestration, and service workflow validation.
• Strong Azure DevOps expertise covering Boards, Repos, Pipelines, Test Plans, release management, and deployment governance.
• Deep understanding of CI/CD automation, automated quality gates, release approvals, environment management, versioning, and rollback strategy.
• Hands-on knowledge of Git, Salesforce DX, Copado, Gearset, or equivalent deployment automation frameworks.
• Practical understanding of DevSecOps controls, secure configuration, permission models, sharing, compliance, and platform-limit management.
• Excellent communication, architecture documentation, technical governance, mentoring, and problem-solving skills.
• Salesforce certifications such as Technical/Application/System Architect, Service Cloud Consultant, or AI Specialist are desirable.
• Exposure to Service Cloud Voice, Data Cloud, Einstein/AI, or MuleSoft is desirable.

Responsibilities

• Lead end-to-end technical architecture for Salesforce Service Cloud and Agentforce implementation workstreams.
• Define target-state architecture covering Service Cloud, Agentforce, integration patterns, security model, data model, environment strategy, and operational readiness.
• Design scalable Service Cloud capabilities including Case Management, Omni-Channel, Knowledge, Entitlements, Digital Engagement, automation, and AI-assisted service journeys.
• Provide hands-on architecture guidance for Agentforce agents, topics, actions, prompts, grounding, service workflows, escalation paths, and human hand-off patterns.
• Define enterprise DevOps strategy across Azure DevOps Boards, Repos, Pipelines, release governance, environment management, and deployment automation.
• Establish Trunk-Based Development practices, branching policies, pull request governance, automated quality gates, and rollback controls.
• Design and govern CI/CD pipelines using Salesforce DX, Azure DevOps, Git, and Salesforce deployment tooling such as Copado or Gearset.
• Review and approve technical designs, integration specifications, code quality standards, test automation approach, and release plans.
• Drive non-functional design for performance, resilience, security, observability, compliance, maintainability, and platform limits.
• Improve team productivity to help deliver high-quality solutions.
• Mentor technical leads and developers, resolve complex design issues, and support production release readiness, cutover, and post-deployment assurance.

Skills

Salesforce Architecture

Salesforce Service Cloud

Agentforce expertise

Azure DevOps

CI/CD automation

Git / Salesforce DX

DevSecOps

Security & Compliance

Mentoring

Governance

Tools

Copado

Gearset

Salesforce DX

Job description

Salary: £45,000 - 75,000 per year

Requirements

• Advanced understanding of Apex, Lightning Web Components, Flows, Platform Events, REST/SOAP APIs, Salesforce data modelling, and integration patterns.
• Expert-level Salesforce Service Cloud architecture and implementation experience in enterprise environments.
• Strong hands-on Agentforce implementation skills, including agent configuration, prompt design, actions, topics, grounding, orchestration, and service workflow validation.
• Strong Azure DevOps expertise covering Boards, Repos, Pipelines, Test Plans, release management, and deployment governance.
• Deep understanding of CI/CD automation, automated quality gates, release approvals, environment management, versioning, and rollback strategy.
• Hands-on knowledge of Git, Salesforce DX, Copado, Gearset, or equivalent deployment automation frameworks.
• Practical understanding of DevSecOps controls, secure configuration, permission models, sharing, compliance, and platform-limit management.
• Excellent communication, architecture documentation, technical governance, mentoring, and problem-solving skills.
• Salesforce certifications such as Technical/Application/System Architect, Service Cloud Consultant, or AI Specialist are desirable.
• Exposure to Service Cloud Voice, Data Cloud, Einstein/AI, or MuleSoft is desirable.
• Extensive technology delivery experience with a strong hands-on Salesforce implementation background.
• Proven experience defining and implementing Trunk-Based Development practices for enterprise Salesforce delivery.
• Strong track record of designing and governing CI/CD automation, environment management, and rollback strategy.
• Experience in retail, eCommerce, or high-volume contact centre transformation programmes is desirable.

Responsibilities

• Lead end-to-end technical architecture for Salesforce Service Cloud and Agentforce implementation workstreams.
• Define target-state architecture covering Service Cloud, Agentforce, integration patterns, security model, data model, environment strategy, and operational readiness.
• Design scalable Service Cloud capabilities including Case Management, Omni-Channel, Knowledge, Entitlements, Digital Engagement, automation, and AI-assisted service journeys.
• Provide hands-on architecture guidance for Agentforce agents, topics, actions, prompts, grounding, service workflows, escalation paths, and human hand-off patterns.
• Define enterprise DevOps strategy across Azure DevOps Boards, Repos, Pipelines, release governance, environment management, and deployment automation.
• Establish Trunk-Based Development practices, branching policies, pull request governance, automated quality gates, and rollback controls.
• Design and govern CI/CD pipelines using Salesforce DX, Azure DevOps, Git, and Salesforce deployment tooling such as Copado or Gearset.
• Review and approve technical designs, integration specifications, code quality standards, test automation approach, and release plans.
• Drive non-functional design for performance, resilience, security, observability, compliance, maintainability, and platform limits.
• Improve team productivity to help deliver high-quality solutions.
• Mentor technical leads and developers, resolve complex design issues, and support production release readiness, cutover, and post-deployment assurance.

Technologies

• AI
• Apex
• Architect
• Azure
• CI/CD
• Cloud
• DevSecOps
• DevOps
• Git
• Support
• Lightning Web Components
• MuleSoft
• Network
• REST
• SOAP
• Salesforce
• Security
• Web

More

We are TCS, a purpose-led transformation company built on belief. We help some of the biggest brands in the UK and worldwide transform through technology and make a meaningful difference to the people and communities they serve. This is a permanent, full-time role based in Leeds, United Kingdom, working from our office for 40 hours per week. We offer competitive salary packages with pension, health care, life assurance, laptop, phone, access to extensive training resources, and discounts within the wider Tata network. We also provide health and wellness initiatives and sports events, and we are proud sponsors of the London Marathon. We are committed to diversity, inclusion, accessibility, and wellbeing, and we welcome applications from people of all backgrounds.