Salesforce Service Cloud Architect for Enterprise CRM

Intuitive Surgical, Inc. in; Sunnyvale (CA); On-site; USD 137,000 - 231,000; Full time

Job summary

Intuitive Surgical, Inc. in Sunnyvale is seeking a seasoned Salesforce Service Cloud Architect to lead the design and deployment of scalable medical device customer service solutions.

The role demands deep CRM expertise, cross-functional leadership, and a track record of delivering enterprise integrations. You will partner with service, field operations, quality, and IT teams to modernize support processes, improve agent productivity, and ensure compliance in regulated environments while guiding

Qualifications

• Bachelor’s degree required in CS/Engineering/IS or related field.
• 10+ years Salesforce platform experience.
• 5+ years hands-on Salesforce Service Cloud implementation experience.
• Proven experience leading large-scale CRM and customer service transformation initiatives.
• Strong expertise in Salesforce Service Cloud, Experience Cloud, Platform Architecture, and Customer Support Operations.
• Healthcare/medical device or regulated industry experience.
• Hands-on Apex, Lightning Web Components, Salesforce Flow, APIs, Data Migration and Governance.
• Experience integrating Salesforce with ERP, telephony, knowledge management, and enterprise apps.
• Agile and DevOps delivery experience.

Responsibilities

• Lead architecture, design, and implementation of enterprise Salesforce Service Cloud solutions.
• Partner with multiple teams to define business requirements and scalable CRM solutions.
• Design and implement solutions leveraging: Case Management, Omni-Channel Routing, Knowledge Management, Entitlements & SLAs, CTI / Telephony Integration, Digital Engagement, Customer Communities / Experience Cloud, Chatbots and AI-powered support, Email-to-Case and Web-to-Case, Service Console.
• Define enterprise architecture standards, integration frameworks, and data governance strategies.
• Lead discovery sessions, solution workshops, architecture reviews, and roadmap planning.
• Provide hands‑on technical leadership for Salesforce configuration, customization, integrations, and deployment activities.
• Design integrations with ERP, product management, entitlement systems, field service, and enterprise platforms.
• Collaborate with business leaders to improve customer support KPIs including case resolution time, customer satisfaction, and agent efficiency.
• Ensure solutions align with compliance and validation requirements within regulated medical device environments.
• Mentor developers, administrators, architects, and business analysts on Salesforce best practices.
• Support release planning, DevOps processes, environment strategy, and governance.

Skills

Salesforce Service Cloud

Lightning Web Components (LWC)

APIs & Integration

ERP & Enterprise Systems integration

Customer Support Operations

Agile & DevOps

Data Migration & Governance

Education

Bachelor's degree in Computer Science, Engineering, Information Systems, or related field

Job description

Intuitive Surgical, Inc. in Sunnyvale is seeking a seasoned Salesforce Service Cloud Architect to lead the design and deployment of scalable medical device customer service solutions.

The role demands deep CRM expertise, cross-functional leadership, and a track record of delivering enterprise integrations. You will partner with service, field operations, quality, and IT teams to modernize support processes, improve agent productivity, and ensure compliance in regulated environments while guiding