Salesforce Architect

Job Role: Salesforce Architect

Experience: 10+ Years

Location: Bangalore

Key Responsibilities

• Lead end-to-end solution architecture for large-scale Salesforce Service Cloud transformation programs.
• Define scalable, global customer service operating models across multiple countries and service centers.
• Drive architecture and solution design for:
• Case Management
• Omni-Channel Service
• Knowledge Management
• Contact Center Transformation
• Customer Experience Modernization
• AI-assisted service operations
• Collaborate with business stakeholders, product owners, delivery teams, and enterprise architects to shape future-state service architecture.
• Design integration architecture between Salesforce and enterprise systems including ERP, loyalty, booking, payment, inventory, and messaging platforms.
• Architect AI-enabled customer service solutions leveraging Salesforce Agentforce and external AI platforms/services.
• Provide architectural guidance for phased migration from legacy CRM/contact center platforms to Salesforce.
• Ensure configuration-first, scalable, secure, and compliant solution design aligned with enterprise standards.
• Support discovery workshops, process rationalization, solution blueprinting, and roadmap definition.
• Drive governance, best practices, and reusable architecture patterns across markets and regions.

Mandatory Skills

• 10+ years of IT experience with significant experience in Salesforce architecture roles.
• Strong expertise in Salesforce Service Cloud architecture and enterprise implementations.
• Proven experience in large-scale Customer Service / Contact Center transformation programs.
• Experience working with multi-country or global service delivery models.
• Strong design thinking and business transformation mindset.
• Hands-on expertise in:
• Omni-Channel Routing
• Case Management
• Knowledge
• Experience Cloud
• Service Console
• Integrations & API-led architecture
• Strong understanding of Salesforce Agentforce capabilities and AI-assisted service operations.
• Understanding of integrating external AI services/platforms with Salesforce ecosystems.
• Strong stakeholder management and client-facing consulting capability.
• Ability to create scalable, future-ready enterprise solution blueprints.
• Experience in retail, travel retail, hospitality, aviation, or global customer operations environments is advantageous.