Position Overview

The Salesforce Service Cloud Architect is responsible for designing, implementing, and

optimizing scalable Service Cloud solutions that align with business goals. This role will lead

end-to-end architecture across the service ecosystem, including case management, omnichannel

routing, knowledge management, integration patterns, automation, and overall platform

governance. The architect will partner with business stakeholders, product owners, and technical

teams to drive service excellence and digital transformation.

Key Responsibilities

Solution Architecture & Design

Lead the architecture and design of complex Salesforce Service Cloud solutions, ensuring

scalability, security, and adherence to best practices.

Translate business requirements into highlevel and detailed technical designs for Service Cloud

features like Case Management, Omni-Channel, CTI, Knowledge, Digital Engagement,

SelfService Portals, and Field Service (optional).

Define and maintain architectural standards, reference architectures, and integration patterns.

Salesforce Implementation & Delivery

Oversee configuration and development across Service Cloud components (flows, automation,

case workflows, routing, macros, screens, console apps).

Guide developers and admins in implementing high-quality solutions.

Perform technical reviews, solution validations, and release planning.

Position Overview

The Salesforce Service Cloud Architect is responsible for designing, implementing, and

optimizing scalable Service Cloud solutions that align with business goals. This role will lead

end-to-end architecture across the service ecosystem, including case management, omnichannel

routing, knowledge management, integration patterns, automation, and overall platform

governance. The architect will partner with business stakeholders, product owners, and technical





teams to drive service excellence and digital transformation.

Key Responsibilities

Solution Architecture & Design

Lead the architecture and design of complex Salesforce Service Cloud solutions, ensuring

scalability, security, and adherence to best practices.

Translate business requirements into highlevel and detailed technical designs for Service Cloud

features like Case Management, Omni-Channel, CTI, Knowledge, Digital Engagement,

SelfService Portals, and Field Service (optional).

Define and maintain architectural standards, reference architectures, and integration patterns.

Salesforce Implementation & Delivery

Oversee configuration and development across Service Cloud components (flows, automation,

case workflows, routing, macros, screens, console apps).

Guide developers and admins in implementing high-quality solutions.

Perform technical reviews, solution validations, and release planning.

Integration & Data Architecture

Architect integrations between Salesforce and external systems using APIs, Mulesoft,

REST/SOAP services, event-driven integrations, etc.

Lead data modeling, data migration, and data quality initiatives.

Governance & Best Practices

Ensure adherence to Salesforce platform limits, security models, role hierarchies, and sharing

settings.

Set up DevOps/CI-CD pipelines (Copado, Azure DevOps, GitLab, or Salesforce DevOps

Center).

Manage technical debt and enforce coding and configuration standards.

Stakeholder & CrossFunctional Leadership

Work with service operations, product managers, and customer service leaders to analyze

business needs.

Provide expert guidance on roadmap planning, current Service Cloud features, and continuous

improvement initiatives.

Communicate complex technical concepts to non-technical stakeholders.

Pay: ₹100,000.00 - ₹130,000.00 per month

Benefits:

- Work from home

Experience:

- Salesforce: 10 years (Preferred)
- Architect/Lead: 3 years (Preferred)

Work Location: Remote

📌 Salesforce Agentforce Lead (India)
🏢 Hanivisu Technologies
📍 India