Salesforce Cloud Architect
Needham, MA
6+ Months Contract
Job Description:
You will be the Technical Lead and Architect for Salesforce Service Cloud, driving the technical direction for our customer care agent experience, case management, and digital engagement across North America and EMEA.
In this role, you will own the architecture that supports our global customer service operations, including Omni-Channel routing, email-to-case, in-app and web messaging, and Experience Cloud self-service support sites.
Your mission is to establish scalable architecture standards, lead multi-region rollouts through a configuration-driven model, and seamlessly integrate contact center telephony and external helpdesk tools.
As we mature our platform, you will lead the transition of ownership from Salesforce Professional Services and contractor teams to an internal team that you will help build, hire, and mentor.
You will balance standard Service Cloud features against custom builds, champion operational excellence, and pioneer responsible AI-assisted engineering practices for your team.
Key Responsibilities Architecture & System Design:
Own the technical direction for Service Cloud, including case management and lifecycle, routing and Omni-Channel, entitlements and milestones, escalations, knowledge, and the overarching agent experience. Set architecture standards for data models, data ownership, sharing, security, and high case volumes within governor limits.
Digital Engagement & Global Expansion:
Own digital engagement channels across NA and EMEA, including email-to-case, in-app/web messaging, and Experience Cloud support sites.
Lead multi-region rollouts covering languages, queues, routing, and regional processes via a configuration-driven model.
Integrations & Cross-Functional Collaboration:
Design and review integrations with contact center telephony, external ticketing/helpdesk tools, guided troubleshooting, quality management, and warranty services.
Partner with the Order Management System (OMS) Technical Lead to define order/warranty data contracts, determine how status changes reach customer care, and coordinate shared codebase releases.
Leadership & Team Building:
Define roles, hire Service Cloud engineers, and grow the team through code review, pairing, and design guidance.
Direct partner delivery, own architecture approvals, review SI/contractor work, and plan the handover to in-house engineers.
Operational Excellence:
Run production monitoring and alerting across channels and integrations.
Champion source-driven release management with promotion and rollback, structured logging, incident response, and root-cause analysis when care channels break.
AI Governance & Innovation:
Lead AI-assisted engineering workflows (designing, coding, testing, debugging) using AI as a coaching tool rather than a substitute for understanding.
Enforce strict AI governance:
use only approved tools, ensure no customer/confidential data is in prompts, and apply rigorous security reviews to AI-generated code.
Data Protection & Security:
Ensure the secure handling of personal data across cases, messaging, and support sites with least-privilege access.
Work closely with the Agentforce team on prompt safety, testing, and seamless handoffs between AI and human agents.
Required Skills & Experience
10+ years of experience in Salesforce development, technical architecture, or enterprise CRM implementations.
Extensive experience operating as a Senior or Lead Engineer on Salesforce Service Cloud, building at scale with Apex, Lightning Web Components (LWC), and Flow.
Deep Service Cloud domain knowledge:
case management, Omni-Channel routing, entitlements and milestones, email-to-case, knowledge, and the Service Console.
Enterprise architecture experience designing Salesforce solutions across multiple business units or geographies, specializing in complex data models, sharing architectures, and large data volumes.
Strong integration design skills:
REST APIs, asynchronous processing (Queueable, Batch, scheduled jobs, Platform Events, Change Data Capture), error handling, retries, and reconciliation.
Experience with enterprise integration and middleware platforms (e.g., Oracle Integration Cloud or equivalent).
Deep understanding of platform constraints, governor limits, bulkification, and the Salesforce security model (handling customer personal data responsibly).
Experience directing Salesforce Professional Services, systems integrators, or contractor teams, with a track record of successfully moving platform ownership in-house.
Experience leading technical direction and developing engineers (formal management experience not required).
Operational expertise in production monitoring, incident management, release governance, and CI/CD practices.
Daily hands-on use of AI coding assistants (e.g., GitHub Copilot, Claude, Cursor, or Agentforce for Developers) with the judgment to know when AI output requires strict human verification.
Clear written and verbal communication skills for technical teams, customer care operations, and business partners.
Strongly Preferred Experience with digital engagement platforms:
Messaging for In-App and Web, Experience Cloud support sites, and multilingual setups.
Proven experience integrating contact center platforms (CCaaS or telephony) directly with Service Cloud. Experience with Copado or a comparable Salesforce DevOps tool, automated testing, and release/rollback management.
Track record of executing multi-region or multi-country customer service rollouts. Experience mentoring and growing engineers from mid-level to senior.
Experience setting AI usage standards for a development team, establishing data-handling rules, and measuring AI's impact on delivery.
Nice to Have Salesforce Certifications:
Service Cloud Consultant, Platform Developer II, or Architect credentials.
Experience building or governing generative AI features on Salesforce, such as prompt templates, the Einstein Trust Layer, or Agentforce.
Background working in consumer products or direct-to-consumer retail customer service.
Job Responsibilities
Architecture & System Design: Own the technical direction for Service Cloud, including case management and lifecycle, routing and Omni-Channel, entitlements and milestones, escalations, knowledge, and the overarching agent experience. Set architecture standards for data models, data ownership, sharing, security, and high case volumes within governor limits.
Digital Engagement & Global Expansion: Own digital engagement channels across NA and EMEA, including email-to-case, in-app/web messaging, and Experience Cloud support sites. Lead multi-region rollouts covering languages, queues, routing, and regional processes via a configuration-driven model.
Integrations & Cross-Functional Collaboration: Design and review integrations with contact center telephony, external ticketing/helpdesk tools, guided troubleshooting, quality management, and warranty services. Partner with the Order Management System (OMS) Technical Lead to define order/warranty data contracts, determine how status changes reach customer care, and coordinate shared codebase releases.
Leadership & Team Building: Define roles, hire Service Cloud engineers, and grow the team through code review, pairing, and design guidance. Direct partner delivery, own architecture approvals, review SI/contractor work, and plan the handover to in-house engineers.
Operational Excellence: Run production monitoring and alerting across channels and integrations. Champion source-driven release management with promotion and rollback, structured logging, incident response, and root-cause analysis when care channels break.
AI Governance & Innovation: Lead AI-assisted engineering workflows (designing, coding, testing, debugging) using AI as a coaching tool rather than a substitute for understanding. Enforce strict AI governance: use only approved tools, ensure no customer/confidential data is in prompts, and apply rigorous security reviews to AI-generated code.
Data Protection & Security: Ensure the secure handling of personal data across cases, messaging, and support sites with least-privilege access. Work closely with the Agentforce team on prompt safety, testing, and seamless handoffs between AI and human agents.
Thanks,
Vinod.
