Senior Salesforce Service Cloud Solution Architect

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Spearhead the design, governance, and implementation of enterprise Salesforce Service Cloud functionalities within the IT department.

• Collaborate with IT executives, business stakeholders, implementation partners, and both onshore and offshore delivery teams to convert business requirements into scalable Salesforce solutions.

• Conduct requirements analysis, solution design, troubleshooting, root-cause analysis, implementation, production stabilization, and ongoing enhancements.

• Offer architectural expertise in Service Cloud across Case Management, Knowledge, Assets, Entitlements, Digital Engagement, Omni-Channel, Salesforce Voice/CTI, service routing, and customer service operations.

• Engage in hands-on Salesforce development and configuration, including Salesforce Flow, Apex, Lightning Web Components, validation rules, security settings, and Service Cloud functionalities.

• Take ownership of enhancements from requirements gathering through design, development, testing, deployment, and post-production validation.

• Set and uphold Salesforce architecture and development standards.

• Review and sanction technical designs and code modifications for significant Salesforce enhancements.

• Assess opportunities for Salesforce org consolidation, Agentforce, modernization, and transformation.

• Provide guidance to IT and business leadership regarding architectural decisions, risks, dependencies, trade-offs, and recommendations.

• Oversee the architecture, design, development, and support of Salesforce integrations with Oracle E-Business Suite R12 and other enterprise applications.

• Design and implement real-time and batch integrations with Salesforce, Oracle EBS, and MuleSoft teams.

• Lead troubleshooting and root-cause analysis for intricate issues involving Salesforce and integrations.

• Direct enterprise data migration, data governance, and data quality considerations.

• Support CTI and contact center integration architectures, including telephony platforms and AWS-based technologies such as Amazon Connect.

• Ensure that Salesforce designs are in alignment with enterprise architecture, security, compliance, and operational support standards.

⛳️ Requirements

• A bachelor’s degree in information technology, computer science, business systems, or a related discipline is preferred, or equivalent professional experience.

• Over 8 years of Salesforce experience, including a minimum of 3 years in a Solution Architect or Lead Architect role.

• Extensive experience in designing, implementing, enhancing, and supporting Salesforce Service Cloud in complex enterprise settings.

• Strong practical experience with Case Management, Knowledge, Assets, Entitlements, Omni-Channel, Digital Engagement, Salesforce Flow, Apex, Lightning Web Components, security, and sharing models.

• Proven ability to manage Salesforce enhancements throughout the entire lifecycle, including requirements gathering, 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 system.

• Familiarity with multi-cloud Salesforce architecture, including interdependencies across Service Cloud, Sales Cloud, Revenue Cloud (RCA)/CPQ, customer data, products, assets, orders, and related business processes.

• Experience in integrating Salesforce with telephony/CTI systems; familiarity with Amazon Connect is advantageous.

• Demonstrated experience in consolidating and merging Salesforce orgs.

• Experience in gathering requirements and crafting user stories in Agile environments.

• Strong communication skills for client-facing interactions, stakeholder management, workshop facilitation, problem-solving, and strategic planning.

• Salesforce Service Cloud Certification is required.

• Salesforce Certified Platform Developer certification is preferred.

• Salesforce Service Cloud Consultant Certification is preferred.

• Salesforce Application Architect Certification is preferred.

• Salesforce System Architect Certification is preferred.

• Salesforce Certified Technical Architect (CTA) is strongly preferred.

🏝️ Benefits

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