Salesforce Architect - Service Cloud / Contact Center

ConfidentialMumbai

30+ days ago

Job description

Salesforce Solution Design and Implementation

Design and implement best-in-class Salesforce Service Cloud and Contact Center solutions
Optimize agent and customer journeys using Salesforce features such as Experience Cloud, Service Cloud, Service Voice, CPQ, BOTs, SMS, Online Sites, Order Management, Data Cloud, Unified Knowledge, and Einstein / Gen AI
Ensure seamless, omnichannel customer and agent experiences

Leadership and Team Management

Lead and mentor a team of Salesforce practitioners

Enforce adherence to Salesforce best practices across delivery

Guide junior team members in technical and functional solutioning

Pre-Sales and Client Engagement

Participate in pre-sales meetings and provide strategic input in sales opportunities

Lead solution workshops and gather business requirements

Prepare proposals, estimates, and present tailored Salesforce solutions to clients

Project Delivery and Execution

Oversee design, build, and run phases of Salesforce projects

Validate project resources based on technical and functional requirements

Lead demos, UAT, and architecture assessments with clients

Manage configurations, customizations, user setup, and data mapping

Integrate Salesforce with other enterprise systems using APIs and middleware

Leverage Einstein and Gen AI capabilities for intelligent automation

Industry Expertise

Apply industry-specific knowledge to design tailored Salesforce solutions

Ensure solutions align with industry compliance and regulatory requirements

Stay informed on Salesforce Industry Cloud developments

Innovation and Continuous Improvement

Monitor Salesforce updates and releases to suggest enhancements

Drive innovation by designing creative, AI-driven, and scalable solutions

Train end-users, clients, and project teams on implemented functionalities

Documentation and Knowledge Transfer

Develop and maintain comprehensive documentation of solution designs and implementations

Ensure knowledge transfer through clear documentation and client training

Qualifications : Experience

7+ years of hands-on Salesforce experience with multiple full lifecycle implementations

10+ years of experience in enterprise software applications

Proven expertise in Salesforce Service Cloud with strong contact center implementation experience

Industry experience in sectors such as finance, healthcare, retail, or technology

Familiarity with Salesforce Einstein, AI-driven insights, and automation

Education

Bachelor's degree in Computer Science, Information Technology, or a related field

Skills Required

Salesforce, Service Cloud, Contact Center, Architect, Agile, Scrum

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Salesforce Architect • Mumbai

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