Service Cloud Architect

Key Responsibilities:

• Design and implement scalable Salesforce Service Cloud solutions aligned with business requirements.
• Lead Omni-Channel, Live Agent, CTI, Workforce Management, and Case Management implementations.
• Architect and optimize customer service processes, including Case Swarming and load balancing strategies.
• Design and implement 360-degree customer view solutions across Salesforce platforms.
• Collaborate with business stakeholders, technical teams, and enterprise architects to define solution roadmaps.
• Evaluate existing systems and recommend architectural improvements to enhance performance and user experience.
• Design and oversee integrations between Salesforce and external enterprise systems.
• Ensure adherence to Salesforce best practices, governance standards, and platform limitations.
• Support solution design reviews, technical documentation, and implementation governance.
• Provide guidance on customer experience transformation initiatives leveraging Salesforce technologies.
• Work with development and support teams to resolve complex architectural and integration challenges.
• Implement and support Conga Composer solutions for document generation and business process automation.