Responsibilities
- Drive Customer Impact – Partner with our most strategic and high-priority customers, assessing their Service Cloud implementations and delivering expert recommendations on technical architecture, solution design, application lifecycle management, reliability and feature adoption.
- Lead with Expertise – Serve as a trusted Service Cloud SME within the broader Success Architect organization, providing both proactive and reactive guidance on architecture, technology strategy, thought leadership and product best practices. You will help the team stay at the forefront of Service Cloud innovations, ensuring they are equipped with the latest product developments, best practices and emerging trends.
- Communicate with Clarity – Simplify complex technical concepts for diverse audiences, from technical teams to executive leadership, positioning yourself as a trusted advisor in key business and technology discussions.
- Innovate & Solve Problems – Identify capability gaps and design inefficiencies, recommending product enhancements or creative custom solutions that drive customer success and long-term adoption.
- Execute Proven Strategies – Leverage and tailor Success Architect playbooks to meet the unique challenges and opportunities of Service Cloud customers.
- Build Strong Relationships – Collaborate with internal and external partners, fostering connections that drive customer success, product improvement and overall business growth.
Requirements
- 8+ years of experience in software, system or enterprise architecture.
- Expertise in Salesforce products, platform capabilities, technical governance and best practices.
- Experience with large-scale, complex implementations, including SaaS, PaaS multi-tenancy, and multi-tiered infrastructure.
- Strong knowledge of enterprise application integration, covering process orchestration, master data management, AI, analytics and security best practices.
- Ability to assess business objectives, propose solution options and drive stakeholder alignment.
- Strong written and verbal communication skills, with the ability to present complex technical concepts to both business and executive audiences.
- Skilled in creating clear, visually compelling design documents for diverse stakeholders.
- Proven ability to lead discussions, influence decision-making and advocate for best practices.
- Ability to identify design inefficiencies, recommend optimizations and drive customer transformation.
- Provide data-driven insights on customer success stories and industry trends.
- Passion for continuous learning and staying ahead of emerging technologies.
- Expertise in Service Cloud - Strong knowledge of Salesforce Service Cloud features
- Ability to configure and optimize these features to meet business needs.
- Proficient in designing and managing data models, relationships (lookup/master-detail), validation rules and data governance best practices.
- Experience with data import/export strategies, deduplication, ETL tools, and integrating Salesforce with external systems via REST/SOAP APIs, middleware (MuleSoft, Informatica) and third-party connectors.
- Expertise in role hierarchy, sharing rules, profiles, permission sets and security configurations.
- Proven ability to design scalable, high-performance architectures aligned with Salesforce best practices, including Large Data Volume (LDV) considerations.
- Skilled in identifying and resolving common anti-patterns, including inefficient SOQL queries, improper bulk processing, excessive DML operations and suboptimal sharing and security model configurations.
- Hands-on experience with APEX programming, Visualforce and Lightning Web Components (LWC).
- Ability to develop and optimize custom triggers, controllers, batch jobs and asynchronous processing.
- Familiarity with governor limits and best practices for efficient code execution.
- Strong understanding of integrating Salesforce with other enterprise systems using APIs, middleware and event-driven architectures.
- Experience working with OAuth, Platform Events, External Objects and tools like Salesforce Connect and Event Relay.
- Required: Salesforce Admin, Salesforce Advanced Admin, Service Cloud Consultant
Nice to Have
- Familiarity with industry- or vertical-specific solutions (preferred).
- Desired: Platform App Builder, Platform Developer 1, Certified Architect Credentials (Application and System Architect)
