SFDC Architect

 Job Description

Key Responsibilities:

1. Solution Design and Architecture:

• Lead the design of Salesforce Service Cloud solutions, including case management, customer portals, knowledge bases, and omnichannel configurations.
• Develop end-to-end architecture to integrate Salesforce with other enterprise systems (e.g., ERP, analytics tools).
• Define data models, workflows, and automation to optimize customer service operations.

1. Technical Leadership:

• Provide architectural oversight for Salesforce implementations, ensuring adherence to best practices and scalability requirements.
• Guide development teams in implementing Apex, Visualforce, Lightning Components, and integrations.
• Stay updated on Salesforce innovations and recommend adoption of new features or tools.

1. Stakeholder Engagement:

• Collaborate with business leaders to gather and prioritize requirements for service-related use cases.
• Translate business needs into technical solutions that enhance customer service delivery.
• Present architecture plans and roadmaps to executives and stakeholders.

1. Integration and Customization:

• Design seamless integrations between Salesforce and third-party tools (e.g., CTI systems, chatbots, and AI-powered tools like Einstein).
• Ensure solutions support scalability, data integrity, and security.

1. Governance and Standards:

• Develop guidelines for Salesforce development, including code quality, data governance, and security compliance.
• Ensure all implementations comply with relevant regulatory standards (e.g., GDPR, CCPA).

1. Team Collaboration and Mentorship:

• Work with Salesforce administrators, developers, and consultants to deliver quality solutions.
• Mentor junior team members and facilitate knowledge sharing across the organization.

Required Skills & Experience:

1. Technical Expertise:

• Proven experience as a Salesforce Architect or Senior Consultant in Service Cloud.
• Proficiency in Salesforce development (Apex, Visualforce, SOQL) and configuration (flows, process builder, Omnichannel routing).
• Hands-on experience with integrations using REST/SOAP APIs, middleware (MuleSoft, Dell Boomi), and data migration tools.

1. Service Operations Knowledge:

• Deep understanding of customer service processes like case lifecycle management, SLA tracking, and field service.
• Experience in implementing Knowledge Base, CTI, Live Chat, and Customer Communities.

1. Certifications (Preferred):

• Salesforce Certified Application Architect or System Architect.
• Salesforce Certified Service Cloud Consultant.
• Salesforce Certified Integration Architect.

1. Soft Skills:

• Strong problem-solving and analytical skills.
• Excellent communication skills for both technical and non-technical audiences.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Familiarity with Agile methodologies and tools like Jira.
• Experience in AI-powered solutions such as Salesforce Einstein or chatbot integrations.
• Background in industries with complex customer service needs (e.g., healthcare, retail, or telecommunications).