About Position:
This position is for a Salesforce Technical Architect with strong expertise in Service Cloud, Sales Cloud, Agent force, Service Cloud Voice, Amazon Connect, and CTI integrations. The role involves designing scalable Salesforce solutions, leading contact center modernization, and implementing AI-powered capabilities to improve customer and agent experiences. The candidate should have 12+ years of IT experience, strong Salesforce architecture background, and the ability to guide technical teams and stakeholders effectively.
- Role: Salesforce Technical Architect
- Location: All Persistent Location
- Experience: 12+ years
- Job Type: Full-Time Employment
What You'll Do:
- Design and architect scalable Salesforce Service Cloud solutions integrated with Amazon Connect through Service Cloud Voice.
- Lead end-to-end CTI implementation and modernization initiatives for enterprise contact center environments.
- Design highly available, low-latency, and secure voice and customer engagement solutions.
- Implement Agentforce and AI-powered capabilities to improve agent productivity, customer experience, and service operations.
- Collaborate with business stakeholders, product owners, developers, and contact center teams to gather requirements and design technical solutions.
- Define architecture standards, integration patterns, security controls, and Salesforce development best practices.
- Design and oversee integrations between Salesforce, Amazon Connect, and third-party enterprise applications.
- Conduct technical feasibility studies, architecture assessments, and proof-of-concept activities.
- Provide technical leadership and architectural guidance to development and implementation teams.
- Ensure optimal utilization of Service Cloud Voice, Omni-Channel, Case Management, and Knowledge Management capabilities.
- Design solutions leveraging AWS services such as Lambda, S3, DynamoDB, and CloudWatch.
- Develop architecture artifacts, technical documentation, integration designs, and data flow diagrams.
- Troubleshoot and resolve complex integration, performance, and scalability challenges.
- Drive governance, security, compliance, and platform optimization initiatives.
- Stay current with Salesforce, Agent force, AI, Service Cloud Voice, and Amazon Connect product roadmaps and recommend innovative solutions.
Expertise You'll Bring:
- 12 to 15 years of overall IT experience with at least 8+ years of Salesforce platform experience.
- 3+ years of experience in a Salesforce Technical Architect or Solution Architect role.
- Extensive experience designing and implementing Salesforce Service Cloud solutions.
- Strong expertise in Service Cloud Voice and Amazon Connect integration.
- Hands-on experience with CTI architecture, contact center transformation, and voice channel implementations.
- Experience implementing Agentforce, Salesforce AI capabilities, Einstein AI, and intelligent automation solutions.
- Deep understanding of Omni-Channel Routing, Case Management, Knowledge Management, and Service Console.
- Strong knowledge of Salesforce Voice Call Control, Amazon Connect Contact Control Panel (CCP), and interaction lifecycle management.
- Expertise in Salesforce platform development including Apex, Lightning Web Components (LWC), Visualforce, APIs, and Integration Frameworks.
- Experience designing enterprise-grade integration solutions using REST APIs, SOAP APIs, Platform Events, and Middleware technologies.
- Strong knowledge of AWS services including Lambda, S3, DynamoDB, CloudWatch, and cloud-native integration patterns.
- Experience defining architecture principles, governance frameworks, security models, and development standards.
- Proven ability to lead architecture discussions, technical reviews, and solution workshops.
- Strong understanding of scalability, performance optimization, security, and compliance requirements.
- Excellent communication, presentation, leadership, and stakeholder management skills.
- Experience mentoring development teams and driving technical excellence across programs.
Benefits:
- Competitive salary and benefits package
- Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
- Opportunity to work with cutting-edge technologies
- Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
- Annual health check-ups
- Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents
Values-Driven, People-Centric & Inclusive Work Environment:
Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.
- We support hybrid work and flexible hours to fit diverse lifestyles.
- Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
- If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment
Let's unleash your full potential at Persistent - persistent.com/careers
Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.
