DGS India - Pune - Indiqube Orchid / Technology

Merkle Schweiz; Pune District; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Merkle Schweiz is seeking a Salesforce Tech Lead / Salesforce Associate Architect to drive end-to-end solution design and delivery across Sales Cloud, Service Cloud, Data Cloud, and Agentforce. You will mentor engineers, govern architecture, and serve as the primary technical interface with clients.

Experience with Marketing Cloud is a plus for Data Cloud ingestion design. The role targets a senior IC with team leadership responsibilities, reporting to the Salesforce Practice Head / Engagement

Qualifications

• Senior Salesforce generalist with team lead accountability.
• Strong solution design and delivery across CRM, Data Cloud, and Agentforce.
• Experience with Sales Cloud, Service Cloud, and Einstein productivity tooling.
• Marketing Cloud knowledge valued for Data Cloud ingestion design.

Responsibilities

• Own solution architecture across Sales Cloud, Service Cloud, Data Cloud, and Agentforce workstreams.
• Lead, mentor, and review the work of a Salesforce engineering team; act as the primary technical escalation point across all platform layers.
• Present architecture decisions and trade-offs confidently to client stakeholders and enterprise architects.
• Design end-to-end Sales Cloud solutions — lead management, opportunity lifecycle, forecasting, CPQ, and Einstein tooling.
• Architect Service Cloud solutions covering case management, Omni-Channel routing, Knowledge, and self-service portals.
• Govern data quality, duplicate management, and object model integrity across the CRM platform.

Skills

Lead-to-Opportunity lifecycle

Einstein Activity Capture

Account & Contact hierarchies

Duplicate Management

Data quality governance

Service Cloud

Omni-Channel routing

Knowledge Base architecture

Experience Cloud

Field Service Lightning

Identity Resolution

Customer 360

RAG patterns

Sales assist

Marketing Cloud integration

Power BI integration

Tableau integration

Tools

Power BI

Tableau

Experience Cloud

Agentforce

Job description

Salesforce Tech Lead / Salesforce Associate Architect

Salesforce Practice | Sales Cloud · Service Cloud · Data Cloud · Agentforce

1. Role Summary

Title

Salesforce Tech Lead / Salesforce Associate Architect

Primary Domain

Sales Cloud · Service Cloud · Data Cloud · Agentforce

Level

Senior Individual Contributor with Team Lead Responsibilities

Reporting To

Salesforce Practice Head / Engagement Delivery Manager

A senior Salesforce generalist-specialist who leads solution design and delivery across the core CRM platform and the data and AI layer. Sales Cloud and Service Cloud form the CRM backbone of every engagement. Data Cloud and Agentforce extend those foundations with unified customer intelligence and AI-powered automation. The role carries team lead accountability — governing architecture, mentoring engineers, and serving as the primary technical interface with clients. Marketing Cloud knowledge is a valued complement, particularly for Data Cloud ingestion design.

2. Key Skills

■ Required Skill

• Lead-to-Opportunity lifecycle, pipeline management, forecasting & territory models
• Einstein Activity Capture, Sales Engagement, and rep productivity tooling
• Account & Contact hierarchies, Duplicate Management, and data quality governance

REQUIRED

Service Cloud

• Case management, Entitlements, SLA / Milestones, and Escalation Rules
• Omni-Channel routing, Skills-based assignment, and Agent Workspace configuration
• Knowledge Base architecture, article lifecycle, and self-service portal (Experience Cloud)
• Field Service Lightning fundamentals and CTI integration awareness

REQUIRED

Data Cloud

• Data Streams, DMO design, field mapping & standard schema governance
• Identity Resolution — match rules, reconciliation rules, merge & unlink strategies
• Customer 360 profile assembly; surfacing unified data to Sales & Service reps
• Data reconciliation controls, job monitoring, retention & governance

REQUIRED

Agentforce

• Topics, Actions, Instructions & Prompt Templates in Agent Builder
• Grounding agents with Data Cloud unified profile via RAG patterns
• Use case design: Sales assist, Service resolution, personalised outreach

MUST-HAVE

Marketing Cloud

• Marketing Cloud Connector for Data Cloud: Contact, Subscriber & engagement event ingestion
• Journey Builder, Email Studio & Automation Studio working knowledge
• Consent & suppression propagation; closed-loop activation back into Data Cloud

DESIRED

• Batch ETL, CDC, event streaming & API ingestion — pattern selection per source
• Power BI / Tableau connector patterns from Data Cloud; report-ready entity design

3. Key Responsibilities

Technical Leadership & Solution Design

• Own solution architecture across Sales Cloud, Service Cloud, Data Cloud, and Agentforce workstreams — producing SDDs, data flow diagrams, and integration design documents.
• Lead, mentor, and review the work of a Salesforce engineering team; act as the primary technical escalation point across all platform layers.
• Present architecture decisions and trade-offs confidently to client stakeholders, business owners, and enterprise architects.
• Design and deliver end-to-end Sales Cloud solutions — lead management, opportunity lifecycle, forecasting, CPQ, and Einstein-assisted productivity tooling.
• Architect Service Cloud solutions covering case management, Omni-Channel routing, Knowledge, and self-service portals; ensure seamless hand-off between sales and service processes.
• Govern data quality, duplicate management, and object model integrity across the CRM platform.

Data Cloud — Ingestion, Identity & Activation

• Design multi-source ingestion pipelines and DMO structures; architect Identity Resolution to produce a trusted Unified Individual Profile and Customer 360 view.
• Build Calculated Insights and Segments that drive activation across marketing and service channels; surface Customer 360 to Sales and Service reps via embedded components and CRM Analytics.
• Establish source-to-target reconciliation controls, data quality alerts, and retention policies; integrate Data Cloud data with Power BI / Tableau for enterprise reporting.

Agentforce Implementation

• Architect and build Data Cloud-grounded Agentforce agents for Sales assist, Service resolution, and Marketing personalisation use cases.
• Configure Trust Layer guardrails and RAG retrieval strategies; define autonomous vs. assistive automation boundaries per use case.
• Design Marketing Cloud as a Data Cloud source system — governing connector configuration, engagement event ingestion, and closed-loop activation back into Journey Builder.

4. Certifications

Certifications marked ★ are considered essential for this role; others are advantageous.

• ★ Sales Cloud Consultant
• ★ Service Cloud Consultant
• ★ Data Cloud Consultant

This document is confidential and intended for internal recruitment use only.

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