Cloud Solutions Architect

Planet Group; Needham (MA); Hybrid; USD 136,000 - 143,000; Full time

Job summary

Planet Group is seeking a Senior Salesforce Service Cloud Technical Lead / Architect to own technical direction for Service Cloud across NA, LATAM, and Europe. This role is hands-on with a build mandate, shaping architecture, delivering production work, and mentoring an in-house team as ownership shifts from external partners.

You will drive design standards, integrate with contact center tooling, and lead global rollouts while ensuring data security and governance within Salesforce limits.

Qualifications

• 10+ years in Salesforce development/architecture or enterprise CRM implementations.
• Senior/lead experience with Salesforce Service Cloud, Apex, LWC, and Flow.
• Proven ability to design enterprise Salesforce solutions across regions.

Responsibilities

• Own technical direction for Service Cloud, including case management, routing, and agent experience.
• Lead multi-region rollouts, languages, queues, and regional processes.
• Mentor engineers, review architecture, and guide external partners.

Skills

Salesforce Service Cloud

Technical leadership

Mentoring engineers

REST API integration

CI/CD

AI coding assistants

Communication skills

Tools

Oracle Integration Cloud

Experience Cloud

LWC

Apex

Job description

Cloud Solutions Architect
Duration: 6months plus
Pay: $99-104/hr.
Location: Hybrid, Needham, MA

Senior Salesforce Service Cloud Technical Lead / Architect

Role Summary

You will be the technical lead and architect for Salesforce Service Cloud, the platform customer care teams use across North America, Latin America, and a growing number of European markets. This is a hands-on role with a build mandate: setting technical direction, making architecture decisions, delivering production work, and developing an in-house team that will gradually take ownership from external partners.

Mission

Provide customer care agents with a reliable Service Cloud platform that helps resolve consumer issues quickly. Over the first 12 months, transition delivery ownership from external partners to an in-house team while maintaining quality and operational stability.

Key Responsibilities

• Own technical direction for Service Cloud, including case management and lifecycle, routing and Omni-Channel, entitlements and milestones, escalations, knowledge, and the customer care agent experience.

• Own digital engagement across North America and EMEA, including email-to-case, in-app and web messaging, and Experience Cloud self-service support sites.

• Design and review integrations with contact center telephony, external ticketing and helpdesk tools, guided troubleshooting, quality management, warranty services, and Order Management and Commerce platforms.

• Lead multi-region rollouts into new countries, covering languages, queues, routing, support sites, and regional processes through a configuration-driven model.

• Establish architecture standards for data models, data ownership, sharing, security, and high-volume case management within Salesforce governor limits.

• Direct external partner delivery, establish design standards, approve architecture, and review professional services and contractor work before production.

• Build and develop an internal team by defining roles, hiring Service Cloud engineers, and providing technical guidance, code reviews, and mentorship.

• Drive operational excellence through production monitoring, alerting, release management, structured logging, incident response, and root-cause analysis.

• Lead AI-assisted engineering initiatives, incorporating AI into design, development, testing, debugging, and troubleshooting while maintaining accountability for quality.

• Establish responsible AI usage standards, including approved tools, data protection, code review, testing, and security requirements.

• Protect customer data through least-privilege access and secure handling of personal information across cases, messaging, and support sites.

• Partner with Agentforce teams on testing, prompt safety, and appropriate handoffs between AI and human agents.

• Collaborate with Core Platform teams, including Order Management and Agentforce, to maintain consistent development patterns and release processes.

• Partner with customer care operations and business stakeholders to prioritize roadmap initiatives and balance delivery speed, reliability, and platform limitations.

Required Experience

• 10+ years of experience in Salesforce development, technical architecture, or enterprise CRM implementations.

• Senior or lead-level experience with Salesforce Service Cloud, including hands-on development with Apex, Lightning Web Components (LWC), and Flow.

• Deep knowledge of Service Cloud capabilities, including case management, Omni-Channel routing, entitlements and milestones, email-to-case, knowledge, and Service Console.

• Experience designing enterprise Salesforce solutions across multiple business units or geographies, including data models, sharing, and high-volume architecture.

• Proven ability to lead technical direction and mentor or develop engineers.

• Experience managing Salesforce Professional Services, systems integrators, or contractor teams and transitioning technical ownership internally.

• Strong integration experience with REST APIs and asynchronous processing, including Queueable, Batch, scheduled jobs, Platform Events, and Change Data Capture.

• Experience with enterprise middleware and integration platforms, such as Oracle Integration Cloud or equivalent.

• Strong understanding of Salesforce governor limits, bulkification, and scalable data and sharing design.

• Working knowledge of Salesforce security and responsible handling of customer personal data.

• Experience with production monitoring, incident management, release governance, and CI/CD practices.

• Daily hands-on experience with AI coding assistants such as GitHub Copilot, Claude, Cursor, or Agentforce for Developers.

• Strong communication skills and the ability to work with technical teams, customer care operations, and business stakeholders.

Strongly Preferred

• Digital engagement experience, including Messaging for In-App and Web, Experience Cloud support sites, and multilingual configurations.

• Experience integrating contact center platforms (CCaaS or telephony) with Salesforce Service Cloud.

• Experience with Copado or comparable Salesforce DevOps tools, automated testing, and release and rollback management.

• Experience leading multi-region or multi-country customer service implementations.

• Experience developing mid-level engineers into senior technical contributors.

• Experience establishing AI usage standards, including data-handling policies, code review expectations, and delivery impact measurements.

Nice to Have

• Salesforce certifications such as Service Cloud Consultant, Platform Developer II, or an Architect credential.

• Experience building or governing generative AI features on Salesforce, including prompt templates, Einstein Trust Layer, or Agentforce.

• Experience supporting consumer products or direct-to-consumer retail customer service environments.

Order Management System (OMS) Collaboration

Service Cloud agents rely on order, fulfillment, return, and warranty information, making collaboration with the OMS technical team essential.

• Define the order and warranty data required by customer care agents and establish integration requirements with the OMS technical lead.

• Coordinate how order status changes are communicated to customer care and how failed updates are surfaced to agents.

• Coordinate releases across both teams, as they share a common codebase and release pipeline.