Lead Salesforce Service Cloud Architect - CTI, AI & AWS

IT Shoulders, Inc.; Allen (TX); On-site; USD 150,000 - 190,000; Full time

Job summary

IT Shoulders, Inc. is seeking a technical Salesforce Senior Architect to lead architecture, development, and CTI integration for a high‑volume customer service platform. You will code daily in Apex/LWC, own end‑to‑end design, and drive data‑driven CTI solutions across AWS components.

The role focuses on AI integration, MCP configuration, and leading a team of developers to deliver scalable, secure solutions with governance and performance in mind.

Qualifications

• Bachelor's degree or equivalent work experience in a technical field.
• 7+ years hands-on Salesforce development with Service Cloud, including production-grade code.
• Strong proficiency in Apex, LWC, asynchronous/batch processing, and SOQL/SOSL.
• Proven experience implementing CTI on Service Cloud, preferably with Amazon Connect or Service Cloud Voice.
• Hands-on with AWS services (Lambda, API Gateway, S3, EventBridge, DynamoDB, CloudWatch).
• Experience building AI integrations with Salesforce (Einstein/Agentforce) and external LLMs.
• Experience configuring and securing MCP servers for Salesforce.
• Proven leadership of developer teams, code reviews, and delivery accountability.
• Solid DevOps practices: Git, CI/CD, automated testing.

Responsibilities

• Hands‑On Development & Technical Architecture: design and write production‑grade Apex, LWC, and SOQL/SOSL; own end‑to‑end architecture for Service Cloud initiatives.
• CTI & Telephony Integration: design and support CTI on Service Cloud; build call flows, omni‑channel routing, transcription, and recordings.
• AI Integration & MCP Configuration: design AI features; configure MCP servers to expose Salesforce data to AI agents with governance and security.
• Team Leadership & Developer Management: manage developers, set direction, review code, mentor, and ensure delivery quality.

Skills

Apex & LWC

CTI integration

AWS stack

AI integration

Team leadership

Service Cloud

API integrations

CI/CD

MCP security

Git/GitHub Actions

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce

AWS

MCP

GitHub Actions

Job description

IT Shoulders, Inc. is seeking a technical Salesforce Senior Architect to lead architecture, development, and CTI integration for a high‑volume customer service platform. You will code daily in Apex/LWC, own end‑to‑end design, and drive data‑driven CTI solutions across AWS components.

The role focuses on AI integration, MCP configuration, and leading a team of developers to deliver scalable, secure solutions with governance and performance in mind.