Role Title: Salesforce Service Cloud Solution Architect.
Experience Level: 10–12 Years (Minimum)
1. Role Overview
Salesforce Service Cloud Specialist to support the customer ecosystem. The role requires a strong blend of functional and technical expertise in Salesforce Service Cloud solution architect, with the ability understand existing system and manage it with expertise in technical solutioning and implement continuous improvement initiatives.
The candidate is expected to operate effectively in a complex, integrated environment, ensuring high responsiveness, strong ownership, coordinate with customer and offshore team, and alignment with the customer business requirements.
2. Key Responsibilities
2.1 Solutioning and customer management.
- Translate complex business requirements into robust technical designs. Architect data models, sharing and visibility rules, and role hierarchies.
- Design end-to-end routing strategies using Omni-Channel, Live Agent, Einstein Bots, and routing configurations.
- Architect integrations with third-party systems, legacy databases, and CTI frameworks using REST/SOAP APIs, event-driven platforms, or middleware.
- Establish development standards, including code reviews, release management, and sandbox/CI/CD (DevOps) strategies.
- Govern when to utilize low-code/no-code (Flows, OmniStudio) versus custom code (Apex, LWC).
- Design security architecture covering data privacy, field-level security, and regulatory compliances
2.2 Problem Management & Solutioning
- Perform detailed Root Cause Analysis (RCA) on complex and critical issues.
- Propose multiple solution options, including mitigation and long-term remediation
- Identify recurring issues and drive preventive measures
- Contribute to continuous improvement and shift-left initiatives
2.3 Salesforce Service Cloud Expertise
- Expertise in:
- Case Management
- Omni-Channel Routing
- Service Console
- Knowledge Management
- Workflow rules, Flows, and automation
- Devops
- Analyze and align solutions with business requirements provided by business users.
2.4 Integration & Technical Support
- Support integration between Salesforce and external systems
- Work with:
- REST/SOAP APIs
- Middleware platforms
- Troubleshoot integration issues using logs, monitoring tools, and debugging techniques
2.5 Documentation & Knowledge Management
- Create and maintain:
- RCA documents
- Solution documentation
- Knowledge articles
- Maintain structured knowledge repository for reuse and audit readiness
2.6 Stakeholder Management
- Collaborate with stakeholders to understand requirements and expectations
- Provide timely updates and improvements.
- Participate in governance meetings and reporting activities
3. Required Skills & Competencies
3.1 Functional Skills
- Strong in Salesforce Service Cloud capabilities.
- Ability to translate business requirements into technical solutions.
- Experience in incident and problem management processes.
3.2 Expertise in Technical Skills
- Salesforce configuration (Flows, validation rules, automation)
- Apex and debugging knowledge.
- Integration concepts and API understanding
- Working in complex system landscapes
3.3 Behavioral Competencies
- Strong ownership and accountability
- Proactive and solution-oriented mindset
- High level of responsiveness and urgency
- Ability to work in a fast-paced and stakeholder-driven environment
- Strong communication and documentation skills
4. Certification Requirements
Due to the complexity of the client's ecosystem, certification is mandatory/preferred:
- Salesforce Certified Service Cloud Consultant, Salesforce Certified Platform Developer I. (Mandatory)
- Salesforce Certified Application Architect, Salesforce Certified System Architect, or the elite Salesforce Certified Technical Architect (CTA) (Preferred)
5. Experience Requirements
- Minimum 6 years of experience in Salesforce (Service Cloud)
- Experience in:
- Solution design and implementation.
- Incident, problem management
- Production support (AMS / BAU)
- ior experience in large-scale or integrated environments is preferred
6. Key Performance Indicators (KPIs)
- Solutioning and quality delivery on time.
- Customer and stakeholder management.
- Quality and depth of RCA and solutioning
- Reduction in recurring incidents
- Proactive improvement suggestions
- Completeness and quality of documentation
7. Additional Expectations
- Ability to handle complex integrations and dependencies
- Commitment to high responsiveness and stakeholder satisfaction
- Contribution to knowledge base and documentation maturity
