Senior Salesforce Service Cloud Solution Architect

Natus Medical Incorporated; Town of Middleton (WI); On-site; USD 180,000 - 195,000; Full time

Benefits offered by this job

Health benefits

401k contribution

Paid holidays

Tuition reimbursement

Bonuses or commissions

Job summary

Natus Medical Incorporated in Wisconsin is seeking a Senior Salesforce Service Cloud Solution Architect to lead design, governance, and delivery of enterprise Service Cloud capabilities. You will partner with IT leadership and business stakeholders to translate needs into scalable Salesforce solutions.

The role emphasizes hands-on development, architecture governance, integration with Oracle E-Business Suite R12, and multi-cloud design, data migration, and CTI integration.

Qualifications

• 8+ years Salesforce experience in enterprise environments.
• 3+ years as Solution Architect or Lead Architect.
• Deep experience with Service Cloud, Case Management, Knowledge, Assets, Entitlements, Omni-Channel.
• Experience integrating Salesforce with Oracle E-Business Suite R12 and other ERP systems.

Responsibilities

• Lead Salesforce architecture across Service Cloud functions.
• Participate in hands-on development and configuration as needed.
• Define standards for configuration, APIs, security, and data models.
• Oversee integrations with Oracle EBS and MuleSoft.

Skills

Salesforce Architecture

Solution Design

Agile & User Stories

Stakeholder Management

CTI Integration

Salesforce Flow

Apex & LWC

Education

Bachelor's Degree

Tools

MuleSoft

Oracle EBS

Salesforce Platform

Job description

FOR MORE THAN 80 YEARS, Natus has been working in collaboration with clinicians to deliver industry-leading neuro solutions that help providers more easily make sense of the body's signals. Engineered with input from those who have lived the care experience, our technology simplifies complex processes and improves accuracy and efficiency. There is a role for everyone who wants to be part of the innovative solutions at Natus Neuro.

SUMMARY

The Senior Salesforce Service Cloud Solution Architect leads the design, governance, and delivery of enterprise Salesforce Service Cloud capabilities within the IT organization. This role partners IT leadership, business stakeholders, implementation partners, onshore and offshore delivery teams to translate business needs into scalable Salesforce solutions. The architect will be expected not only to develop strategic architecture but also to actively participate in requirements analysis, solution design, troubleshooting, root-cause analysis, implementation, production stabilization, and continuous improvement.

The ideal candidate will have deep hands‑on experience designing and implementing Salesforce Service Cloud solutions integrated with Oracle E‑Business Suite R12, particularly Oracle Service Contracts, Install Base and service‑related order processes. The position is responsible for Service Cloud architecture, development, multi‑cloud solution design, integration, data migration strategy, contact center and CTI integration, security, sharing models, platform governance, and delivery readiness across complex Salesforce programs.

ESSENTIAL DUTIES & KEY RESPONSIBILITIES

Salesforce Architecture & Solution Design

• Provide deep Service Cloud architecture expertise across Case Management, Knowledge, Assets, Entitlements, Digital Engagement, Omni‑Channel, Salesforce Voice/CTI, service routing, and customer service operations.
• Actively participate in hands‑on Salesforce development and configuration as needed, including Salesforce Flow, Apex, Lightning Web Components, validation rules, security configuration and Service Cloud functionality.
• Take ownership of assigned enhancements from requirements through design, development, testing, deployment, and post‑production validation, ensuring solutions are delivered successfully and on schedule.
• Establish and enforce Salesforce architecture and development standards for configuration, Flow, Apex, Lightning components, APIs, integrations, security, and data models.
• Review and approve technical designs and code changes for major Salesforce enhancements, ensuring adherence to development standards and platform best practices.
• Evaluate Salesforce org consolidation, Agent force, modernization or transformation opportunities as required to reduce complexity and improve operational effectiveness.
• Serve as the senior Salesforce technical advisor to IT and business leadership, clearly communicating architecture decisions, risks, dependencies, trade‑offs and recommendations.

Integration, Data & Contact Center Capabilities

• Lead the architecture, design, development, and support of Salesforce integrations with Oracle E‑Business Suite R12 and other enterprise applications using MuleSoft, APIs, event‑driven integrations, and other appropriate integration patterns.
• Work closely with Salesforce, Oracle EBS and MuleSoft development teams to design and implement reliable real‑time and batch integrations based on business requirements.
• Lead troubleshooting and root‑cause analysis for complex issues spanning Salesforce, integration.
• Guide enterprise data migration, data governance, and data quality considerations for Salesforce programs.
• Support CTI and contact center integration architectures, including Salesforce integrations with telephony platforms and AWS‑based contact center technologies such as Amazon Connect.
• Ensure Salesforce designs align with enterprise architecture, security, compliance, and operational support standards.

TRAVEL REQUIRED

Minimal to moderate domestic travel may be required based on project needs, workshops, or business stakeholder engagement.

EDUCATION

* A bachelor's degree in information technology, computer science, business systems, or a related field is preferred, or equivalent professional experience.

EXPERIENCE

• 8+ years of Salesforce experience, including at least 3+ years serving as a Solution Architect or Lead Architect.
• Deep experience designing, implementing, enhancing, and supporting Salesforce Service Cloud in complex enterprise environments.
• Strong hands‑on experience with Case Management, Knowledge, Assets, Entitlements, Omni‑Channel, Digital Engagement, Salesforce Flow, Apex, Lightning Web Components, security, and sharing models.
• Demonstrated ability to own Salesforce enhancements through the complete lifecycle, including requirements, solution design, hands‑on development/configuration, testing, deployment, production validation, and post‑release support.
• Experience integrating Salesforce with Oracle E‑Business Suite R12 or another enterprise ERP.
• Experience with multi‑cloud Salesforce architecture, including dependencies across Service Cloud, Sales Cloud, Revenue Cloud (RCA)/CPQ, customer data, products, assets, orders and related business processes.
• Experience integrating Salesforce with telephony/CTI systems; Amazon Connect experience is a plus.
• Proven experience consolidating and merging Salesforce orgs.
• Experience gathering requirements and writing user stories in Agile environments.
• Strong client‑fac‑ing communication, stakeholder management, workshop facilitation, problem‑solving, and strategy skills.

CERTIFICATES, LICENSES, REGISTRATIONS

• Salesforce Service Cloud Certification required.
• Salesforce Certified Platform Developer certification preferred.
• Salesforce Service Cloud Consultant Certification preferred.
• Salesforce Application Architect Certification preferred.
• Salesforce System Architect Certification preferred.
• Salesforce Certified Technical Architect (CTA) strongly preferred.

Pay Transparency:

Pursuant to the requirements of applicable State laws and regulations, the starting salary range for this position is $180-195K USD. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Compensation and Benefits:

Natus offers generous compensation and benefits packages including health benefits, 401k contribution, 7 paid holidays + 2 floating holidays of your choosing, generous paid time off, tuition reimbursement assistance program, eligibility for performance‑based bonuses or commissions, where applicable and more.

Be the People part of the Neuro Solution.

EEO Statement: Natus Medical is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.

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