Senior Salesforce Service Cloud Architect | Healthcare CRM

Intuitive Surgical, Inc.; Sunnyvale (CA); On-site; USD 170,000 - 230,000; Full time

Job summary

Intuitive Surgical, Inc. is seeking a highly experienced Salesforce Service Cloud Architect to lead the design and implementation of scalable customer service solutions for the medical device sector.

You will partner with business stakeholders to modernize support processes, improve agent productivity, and deliver enterprise-grade integrations. The role requires hands-on leadership across architecture, configuration, integrations, and deployment, with emphasis on compliance, validation, and

Qualifications

• 10+ years of Salesforce platform experience.
• 5+ years of 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, and Platform Architecture.
• Hands-on with Apex, Lightning Web Components, Salesforce Flow, APIs and Integration patterns, Data Migration and Data Governance.

Responsibilities

• Lead architecture, design, and implementation of enterprise Salesforce Service Cloud solutions.
• Partner with cross-functional 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, Digital Engagement, Communities/Experience Cloud, 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 and ensure compliance in regulated environments.
• Mentor developers, administrators, architects, and business analysts on Salesforce best practices.
• Support release planning, DevOps processes, and governance.

Skills

Salesforce Service Cloud

Experience Cloud

Salesforce Platform Architecture

Customer Support Operations

Apex

Lightning Web Components

Salesforce Flow

APIs & Integration Patterns

Data Migration

Data Governance

Agile & DevOps

Education

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

Job description

Intuitive Surgical, Inc. is seeking a highly experienced Salesforce Service Cloud Architect to lead the design and implementation of scalable customer service solutions for the medical device sector.

You will partner with business stakeholders to modernize support processes, improve agent productivity, and deliver enterprise-grade integrations. The role requires hands-on leadership across architecture, configuration, integrations, and deployment, with emphasis on compliance, validation, and