Senior Salesforce Service Cloud & Agentforce Architect

Gazelle Global; Leeds; On-site; GBP 90,000 - 140,000; Full time

Job summary

Gazelle Global seeks an experienced Salesforce Service Cloud & Agentforce Technical Architect to own end-to-end technical architecture for enterprise customer service transformations.

The role requires hands-on delivery across Salesforce Service Cloud, Agentforce, Azure DevOps, Trunk-Based Development, CI/CD automation, and production deployment, guiding distributed teams through design, build, testing and transition to support.

Qualifications

• Extensive Salesforce implementation experience (12+ years total, 8+ years hands-on).
• Expert-level Salesforce Service Cloud architecture experience in enterprise environments.
• Proven experience defining and implementing trunk-based development practices for enterprise Salesforce delivery.
• Strong track record 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 relevant 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.
• Mentor technical leads and developers, resolve complex design issues and support production release readiness, cutover and post-deployment assurance.

Skills

Apex

Lightning Web Components

Flows

REST APIs

Integration patterns

CI/CD automation

DevSecOps

Architecture governance

Mentoring

Security controls

Education

Salesforce Certified Technical Architect

Tools

Copado

Gearset

Salesforce DX

Azure DevOps

Job description

Gazelle Global seeks an experienced Salesforce Service Cloud & Agentforce Technical Architect to own end-to-end technical architecture for enterprise customer service transformations.

The role requires hands-on delivery across Salesforce Service Cloud, Agentforce, Azure DevOps, Trunk-Based Development, CI/CD automation, and production deployment, guiding distributed teams through design, build, testing and transition to support.