Technical Solution Architect - Salesforce Service Cloud

IT Shoulders, Inc.; Allen (TX); On-site; USD 150,000 - 190,000; Full time

Job summary

IT Shoulders, Inc. is seeking a technical Salesforce Senior Architect to lead architecture, development, and CTI integration for a high‑volume customer service platform. You will code daily in Apex/LWC, own end‑to‑end design, and drive data‑driven CTI solutions across AWS components.

The role focuses on AI integration, MCP configuration, and leading a team of developers to deliver scalable, secure solutions with governance and performance in mind.

Qualifications

• Bachelor's degree or equivalent work experience in a technical field.
• 7+ years hands-on Salesforce development with Service Cloud, including production-grade code.
• Strong proficiency in Apex, LWC, asynchronous/batch processing, and SOQL/SOSL.
• Proven experience implementing CTI on Service Cloud, preferably with Amazon Connect or Service Cloud Voice.
• Hands-on with AWS services (Lambda, API Gateway, S3, EventBridge, DynamoDB, CloudWatch).
• Experience building AI integrations with Salesforce (Einstein/Agentforce) and external LLMs.
• Experience configuring and securing MCP servers for Salesforce.
• Proven leadership of developer teams, code reviews, and delivery accountability.
• Solid DevOps practices: Git, CI/CD, automated testing.

Responsibilities

• Hands‑On Development & Technical Architecture: design and write production‑grade Apex, LWC, and SOQL/SOSL; own end‑to‑end architecture for Service Cloud initiatives.
• CTI & Telephony Integration: design and support CTI on Service Cloud; build call flows, omni‑channel routing, transcription, and recordings.
• AI Integration & MCP Configuration: design AI features; configure MCP servers to expose Salesforce data to AI agents with governance and security.
• Team Leadership & Developer Management: manage developers, set direction, review code, mentor, and ensure delivery quality.

Skills

Apex & LWC

CTI integration

AWS stack

AI integration

Team leadership

Service Cloud

API integrations

CI/CD

MCP security

Git/GitHub Actions

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce

AWS

MCP

GitHub Actions

Job description

Technical Solution Architect - Salesforce Service Cloud

Position Summary

We are seeking a highly technical, hands‑on Salesforce Service Cloud Technical Architect to lead the architecture, development, and telephony integration of our customer service platform. This role focuses deeply on engineering: the successful candidate will spend a significant portion of their time writing and reviewing production‑grade code while owning the end‑to‑end technical design of Service Cloud solutions integrated with cloud telephony (CTI) — preferably Amazon Connect / Service Cloud Voice — and modern AWS services. In addition to core platform work, this role is responsible for building AI‑powered service experiences on Salesforce (Einstein / Agentforce and externally hosted LLMs), standing up and configuring Salesforce MCP (Model Context Protocol) servers to safely expose Salesforce data and actions to AI agents, and directly managing a team of developers—setting technical direction, allocating work, and being accountable for the team's delivery and quality.

Responsibilities

Hands‑On Development & Technical Architecture (40%)

• Personally design and write complex, production‑grade Apex (classes, triggers, batch, queueable, scheduled, and future/async patterns), Lightning Web Components, and SOQL/SOSL—this role codes daily and is expected to set the coding bar for the team.
• Own the end‑to‑end technical architecture for Service Cloud initiatives, from requirements through deployment, including data model, integration design, and scalability for large data volumes.
• Enforce test‑driven development, high Apex test coverage, secure coding practices, and strict adherence to Salesforce governor limits and platform performance standards.
• Build and maintain complex integrations using REST/SOAP APIs, Platform Events, callouts, streaming, and middleware.
• Design automation with Flow Builder and custom business logic, and lead technical‑debt reduction and refactoring efforts.

CTI & Telephony Integration (20%)

• Design, implement, and support Computer Telephony Integration (CTI) on Service Cloud, preferably using Amazon Connect and Salesforce Service Cloud Voice.
• Build and maintain call flows, softphone integrations, screen pops, omni‑channel routing, real‑time transcription, and call‑recording integrations.
• Integrate telephony events and contact data between Amazon Connect and Salesforce, ensuring reliability, low latency, and accurate reporting.
• Troubleshoot production voice/CTI issues across the Salesforce and AWS boundary.

AI Integration & MCP Configuration (20%)

• Design and build AI‑powered service experiences using Salesforce AI (Einstein for Service, Agentforce, Prompt Builder, Einstein Trust Layer) and/or externally hosted LLMs invoked via API.
• Configure, deploy, and secure Salesforce MCP (Model Context Protocol) servers to expose Salesforce data, objects, and actions to AI agents and copilots in a governed, permissioned way.
• Implement grounding, retrieval, prompt orchestration, guardrails, and monitoring for AI features, with strong attention to data security and the Einstein Trust Layer / equivalent controls.
• Build proof‑of‑concepts and production integrations that connect Salesforce, AWS AI services, and LLM providers.

Team Leadership & Developer Management (20%)

• Directly manage a team of Salesforce developers—assign and prioritize work, set technical direction, review code, and hold the team accountable for quality and delivery.
• Own performance management, mentoring, career development, and technical hiring for the development team.
• Establish and enforce development best practices, coding standards, branching strategy, and documentation.
• Partner with product managers, business analysts, QA, and support teams; drive refinement, estimation, sprint planning, release planning, and post‑release validation.
• Communicate technical trade‑offs, risks, and timelines clearly to both technical and non‑technical stakeholders.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• 7+ years of hands‑on Salesforce development experience, with at least 4 years focused on Service Cloud and a demonstrable record of writing complex production code.
• Expert‑level proficiency in Apex, Lightning Web Components, asynchronous/batch processing, and SOQL/SOSL, including performance tuning and governor‑limit optimization.
• Proven, hands‑on experience implementing CTI on Service Cloud, preferably Amazon Connect and/or Salesforce Service Cloud Voice.
• Hands‑on experience with a modern AWS technology stack (e.g., Lambda, API Gateway, S3, EventBridge, DynamoDB, CloudWatch, IAM, and Amazon Connect).
• Experience building AI integrations with Salesforce (Einstein / Agentforce, Prompt Builder, or LLM‑backed features via API).
• Experience configuring and securing MCP (Model Context Protocol) servers for Salesforce, or strong, demonstrable ability to do so.
• Experience managing or leading a team of developers, including code review, work allocation, and delivery accountability.
• Strong DevOps discipline: Git, CI/CD pipelines (Jenkins, GitHub Actions, or equivalent), and automated testing.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Salesforce certifications, especially Platform Developer II, plus Service Cloud Consultant, Application/System Architect, or AI Specialist.
• AWS certifications (e.g., Solutions Architect, Developer Associate).
• Experience with Salesforce MIAW (Messaging for In‑App and Web), CTI adapters, and Service Cloud Voice partner telephony.
• Hands‑on experience with LLM providers (e.g., Anthropic Claude, OpenAI, Amazon Bedrock) and agentic/tool‑calling patterns.
• Web development skills (JavaScript, TypeScript, HTML5, CSS3, React).
• Experience with agile methodologies and project management tooling.
• Contact center / customer service domain experience.
• Familiarity with enterprise integration platforms (MuleSoft, Dell Boomi) and data migration/ETL tooling.

Required Skills & Abilities

Technical Expertise (Deep, Hands‑On)

• Expert command of Apex, LWC, Aura, triggers, batch/queueable/scheduled/async patterns, and Lightning App Builder.
• Deep understanding of Service Cloud: case management, knowledge, omni‑channel, service console, and Service Cloud Voice.
• Strong knowledge of the Salesforce security model — sharing rules, profiles, permission sets, field‑level security — applied to both platform features and AI/MCP access.
• Solid data modeling skills, including custom objects, relationships, and large‑data‑volume considerations.

CTI, AWS & AI

• Practical experience integrating Salesforce with Amazon Connect for voice, routing, transcription, and recording.
• Working knowledge of core AWS services and event‑driven, serverless architecture patterns.
• Ability to design AI features responsibly: grounding, prompt orchestration, guardrails, evaluation, and monitoring, with strong data‑security controls.
• Ability to configure Salesforce MCP servers and expose scoped, governed tools/actions to AI agents.

Integration & Architecture

• Proven ability to design and implement complex integrations using REST/SOAP APIs, Platform Events, callouts, and middleware.
• Understanding of enterprise architecture patterns for scalable, resilient solutions.
• Experience with data migration strategies, ETL processes, and data quality management.

Leadership & People Management

• Demonstrated ability to lead and manage developers, set technical direction, and drive delivery.
• Strong mentoring, code‑review, and knowledge‑transfer skills.
• Excellent stakeholder communication and analytical problem‑solving.

Project Management

• Experience with Scrum/Kanban and agile tooling.
• Ability to estimate effort, manage timelines, and coordinate deliverables across multiple priorities.
• Experience with change management and release management in enterprise environments.