Salesforce Cloud Solutions Architect - Needham, MA (Hybrid Role)

Steneral Consulting; Needham (MA); Hybrid; USD 150,000 - 185,000; Full time

Job summary

Steneral Consulting is seeking a Salesforce Cloud Solutions Architect in Needham, MA (Hybrid) for a 6-12+ month engagement. You will serve as technical lead on Service Cloud programs across NA and EMEA, shaping customer care architecture, omnichannel routing, and digital engagement.

You will own global service operations architecture, lead multi-region rollouts, and mentor an internal engineering team, balancing standard features with custom builds while ensuring security and governance.

Qualifications

• 10+ years in Salesforce development or enterprise CRM architecture.
• Senior/lead engineer experience with Salesforce Service Cloud (Apex, LWC, Flow).
• Experience with multi-region/geography deployments and complex data models.

Responsibilities

• Lead technical direction for Service Cloud across North America and EMEA.
• Own architecture for global customer service operations and Omni-Channel routing.
• Mentor internal engineers and transition platform ownership from partners.
• Oversee integrations with telephony, external ticketing, and QA/Warranty systems.
• Establish architecture standards, security, data modeling, and governor-limit compliance.
• Drive AI-assisted engineering governance and safe AI-human handoffs.

Skills

Salesforce Service Cloud

Architecture leadership

Integrations (REST APIs)

CI/CD & Release governance

AI governance & safety

Education

Salesforce certifications (Service Cloud Consultant / Platform Developer II / Architect)

Tools

Copado or similar

Job description

Position: Salesforce Cloud Solutions Architect

Location: Needham, MA (Hybrid Role)

Duration: 6-12+Months

Interview: Video

Summary

• Act as Technical Lead and Architect for Salesforce Service Cloud, focusing on customer care agent experience, case management, and digital engagement across North America and EMEA.
• Own and develop architecture for global customer service operations, including Omni-Channel routing, email-to-case, in-app/web messaging, and Experience Cloud self-service support.
• Establish scalable architecture standards, and lead configuration-driven, multi-region rollouts.
• Integrate Service Cloud with contact center telephony and external helpdesk tools.
• Manage and transition platform ownership from external partners to an internal engineering team, which you will help to build, hire, and mentor.
• Balance standard Service Cloud features with custom builds and promote operational excellence and responsible AI-assisted engineering practices.
• Set technical direction for Service Cloud, including case lifecycle management, entitlements, escalations, and agent experience.
• Define architecture standards for data modeling, ownership, security, and performance within Salesforce governor limits.
• Lead digital engagement initiatives, including multilingual and regional rollouts for messaging and support sites.
• Design and review integrations with telephony, external ticketing, quality management, and warranty services.
• Collaborate cross-functionally, especially with Order Management System teams, to define data contracts and manage shared releases.
• Hire, mentor, and build an internal Service Cloud engineering team; oversee code reviews, design, and partner/contractor performance.
• Oversee operational excellence: production monitoring, alerting, release management, incident response, and root-cause analysis.
• Champion AI governance: lead AI-assisted engineering workflows, enforce tool usage and data security, and review AI-generated code.
• Ensure compliance with data protection and security standards, particularly regarding customer personal data.
• Work with Agentforce and other teams to ensure safe AI-human handoffs and prompt safety.

Required Skills & Experience

• 10+ years experience in Salesforce development, technical architecture, or enterprise CRM.
• Senior/Lead Engineer experience with Salesforce Service Cloud (Apex, LWC, Flow).
• Deep knowledge of Service Cloud: case management, Omni-Channel, email-to-case, knowledge, entitlements, Service Console.
• Enterprise architecture experience: multi-unit/geography solutions, complex data models, large volumes, security, and sharing.
• Strong integration skills (REST APIs, async processing, middleware, error handling).
• Experience leading external partners and transitioning platforms in-house.
• Experience developing and mentoring engineers (management not required).
• Operational expertise: monitoring, incident management, CI/CD, release governance.
• Daily user of AI coding assistants and ability to govern AI use.
• Excellent written and verbal communication skills.

Strongly Required

• Experience with digital engagement: in-app/web messaging, multilingual support sites.
• Integration experience with contact center (CCaaS/telephony) platforms.
• Experience with Salesforce DevOps tools (Copado or similar), automated testing, and release management.
• Track record of multi-region/country Service Cloud rollouts.
• Experience mentoring engineers to senior level.
• Experience establishing AI usage standards and measuring delivery impact.
• At least one Salesforce certification (Service Cloud Consultant, Platform Developer II, Architect).
• Experience with generative AI features on Salesforce (prompt templates, Einstein Trust Layer, Agentforce).
• Background in consumer products or direct-to-consumer retail customer service.