Senior Salesforce Service Cloud Architect & Design Lead

Capgemini; Chicago (IL); On-site; USD 101,000 - 183,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision

401(k) retirement savings plans

Life and disability insurance

Employee assistance programs

Other benefits as provided by local

Job summary

Capgemini in Chicago is seeking a Salesforce Service Cloud Architect to own the detailed solution design for the Service track, aligning customer service workflows with unified service data and analytics. You will design integrations, routing and agent workflows, and collaborate across teams to ensure production-ready solutions.

The role emphasizes security, data models and governance, with a focus on data activation, data access controls and a clear migration plan.

Qualifications

• Extensive Salesforce Service Cloud architecture experience in enterprise customer service or contact center environments.
• Experience with digital channels, telephony integration and service data models.
• Knowledge of Data Cloud and Tableau integration.
• Strong skills in security, integration, nonfunctional design and production readiness.
• Optional: Salesforce architecture or service consulting credentials.

Responsibilities

• Design Service Cloud capabilities and integrations for tracking, billing and interaction context.
• Develop solution designs for digital engagement, community, chat and voice, incl. routing and agent workflows.
• Support Voice roadmap with dependencies, pilots and transition planning.
• Collaborate with Data Cloud and Tableau teams on data activation and service analytics.
• Define technical controls including agent guardrails, security, observability and cutover readiness.
• Guide implementation teams and ensure designs meet enterprise standards.
• Deliverables include service designs, channel/integration specs, data activation designs, migration plans and release-readiness assessments.

Skills

Salesforce Service Cloud

Digital channels

Data Cloud & Tableau

Security & production-readiness

Salesforce architecture credentials

Job description

Capgemini in Chicago is seeking a Salesforce Service Cloud Architect to own the detailed solution design for the Service track, aligning customer service workflows with unified service data and analytics. You will design integrations, routing and agent workflows, and collaborate across teams to ensure production-ready solutions.

The role emphasizes security, data models and governance, with a focus on data activation, data access controls and a clear migration plan.