Senior Salesforce Service Cloud Architect – Global Rollouts

ZipStaff Inc.; Needham (MA); On-site; USD 96,000 - 165,000; Full time

Benefits offered by this job

Health Insurance.

Dental Insurance.

Vision Insurance.

401(k) + 401(k) matching.

Paid time off.

Referral Program.

Job summary

ZipStaff Inc. is seeking a Salesforce Service Cloud Solutions Architect to lead technical strategy and architecture for Service Cloud across North America and EMEA.

The role focuses on case management, Omni-Channel routing, digital engagement, and multi-region rollouts, with ownership transition to an in-house team. You will mentor engineers, define data/security standards and oversee integrations with telephony and external tools, while coordinating with order management and ensuring governance

Qualifications

• 10+ years in Salesforce development or enterprise CRM architecture.
• Lead engineer on Service Cloud with Apex, LWCs and Flow.
• Deep Service Cloud knowledge: case management, Omni-Channel, entitlements and milestones, email-to-case, knowledge.
• Enterprise architecture across multiple geographies and data models.
• Strong integration design: REST, Queueable, Batch, Platform Events, Change Data Capture.
• Experience with middleware like Oracle Integration Cloud.
• Experience directing Salesforce Professional Services, SIs or contractor teams and moving ownership in-house.
• Operational expertise in monitoring, release governance, CI/CD.
• Daily hands-on use of AI coding assistants with judgment to verify AI output.
• On-site in Needham, MA; local candidates only.

Responsibilities

• Own the technical direction for Service Cloud, including case management and Omni-Channel routing.
• Set architecture standards for data models, sharing, security with high case volumes.
• Own digital engagement channels including email-to-case and Experience Cloud sites.
• Lead multi-region rollouts with a configuration-driven model.
• Design and review integrations with telephony, helpdesk tools, QA and warranty services.
• Partner with Order Management tech lead on data contracts and releases.
• Hire, mentor and grow Service Cloud engineers through code reviews and design guidance.
• Direct partner delivery, review SI/contractor work and plan handover to in-house engineers.
• Run production monitoring, release management, incident response and root-cause analysis.
• Lead AI-assisted engineering practices and secure handling of personal data.

Skills

Salesforce architecture

Enterprise CRM

Team leadership

AI-assisted coding awareness

Tools

Apex

Lightning Web Components

Flow

REST APIs

Platform Events

Change Data Capture

Queueable

Batch

CI/CD

Oracle Integration Cloud

Job description

ZipStaff Inc. is seeking a Salesforce Service Cloud Solutions Architect to lead technical strategy and architecture for Service Cloud across North America and EMEA.

The role focuses on case management, Omni-Channel routing, digital engagement, and multi-region rollouts, with ownership transition to an in-house team. You will mentor engineers, define data/security standards and oversee integrations with telephony and external tools, while coordinating with order management and ensuring governance