Job Description

Job Description
Salesforce Architect – Service 2.0
About Service 2.0
Service 2.0 is Blue Star's three-year transformation of the Unitary Products service business, moving from reactive complaint handling to proactive ownership of the customer experience.
The programme is redesigning the complete customer journey — from installation and warranty onboarding through breakdown, repair, closure and renewal — on a modern service technology stack comprising Salesforce as the system of record, Salesforce Field Service (FSL) for the technician workforce, a bi-directional integration backbone with SAP and partner systems, and a WhatsApp-first customer communication layer.
The transformation includes GenAI-powered service bots and self-service, intelligent ticket allocation, workforce capacity optimisation, mobile-first field workflows, digital proof-of-work, AI-assisted audit, predictive analytics and role-based performance dashboards.
The programme operates across a pan-India service ecosystem of partners and technicians and is measured through business outcomes including warranty cost, first-time-fix rate, turnaround time and customer satisfaction.
Role: Salesforce Architect – Service 2.0
We are looking for an experienced Salesforce Architect to own the technology architecture and solution design for the Service 2.0 transformation.
The person will be responsible for translating business and service transformation objectives into a scalable Salesforce architecture covering Salesforce Service Cloud, Salesforce Field Service, integrations, digital channels, automation, analytics and AI/GenAI capabilities.
The role will work closely with business leaders, service operations, IT teams, Salesforce/product teams, integration teams, partners and implementation vendors to establish a robust architecture that can scale across Blue Star's pan-India service network.
Key Responsibilities
1. Salesforce Architecture & Solution Design

- Own the end-to-end Salesforce architecture for Service 2.0.
- Define the target architecture across Salesforce Service Cloud, Salesforce Field Service, Experience Cloud/digital channels and supporting Salesforce capabilities.
- Translate business requirements and service-process designs into scalable, secure and maintainable Salesforce solutions.
- Define application, data, integration and security architecture.
- Establish architecture principles, design standards and reusable patterns.
- Evaluate new Salesforce capabilities and recommend their adoption where they create measurable business value.
- Ensure the architecture remains scalable for future service transformation initiatives.

2. Field Service & Technician Transformation

- Architect Salesforce Field Service solutions supporting the complete technician lifecycle.
- Design solutions for work-order management, intelligent scheduling, dispatch, technician allocation, capacity planning, mobility and digital proof-of-work.
- Enable optimisation of technician productivity, travel, skill matching, SLA adherence and first-time-fix.
- Design mobile-first experiences suitable for a large and diverse pan-India technician ecosystem.
- Ensure solutions work effectively across service partners and different operating models.

3. Customer Service & Digital Experience

- Architect end-to-end customer journeys across complaint registration, service request, appointment, technician visit, repair, closure and renewal.
- Design WhatsApp-first and digital self-service journeys integrated with Salesforce.
- Define architecture for GenAI-powered service bots and assisted customer-service journeys.
- Enable consistent customer interactions across digital and assisted service channels.
- Ensure customer, asset,



warranty and service history are available as a unified view.

4. Integration Architecture

- Own the Salesforce integration architecture with SAP, partner systems, WhatsApp and other enterprise applications.
- Define API, event-driven and bi-directional integration patterns.
- Ensure reliable synchronisation of customer, product, asset, warranty, service and transaction data.
- Establish standards for integration security, monitoring, error handling, retry mechanisms and performance.
- Work with integration architects and technology teams to build a scalable integration backbone.

5. AI, GenAI & Intelligent Service

- Define the architecture for AI/GenAI use cases within the service ecosystem.
- Identify opportunities to use AI for customer self-service, case classification and summarisation, technician assistance, smart ticket allocation, capacity and demand forecasting, audit and anomaly detection, and predictive service analytics.
- Ensure AI solutions are integrated appropriately into Salesforce workflows and user experiences.
- Establish governance around data, security, accuracy and responsible AI adoption.

6. Data, Analytics & Performance Management

- Define the Salesforce data architecture supporting service analytics and reporting.
- Ensure data quality, consistency and availability across the service ecosystem.
- Enable role-based dashboards for service leaders, managers, partners and field teams.
- Work with data and analytics teams to enable predictive service insights.
- Establish architecture that supports measurement of warranty cost, first-time-fix, turnaround time, technician productivity and customer satisfaction.

7. Governance & Technical Leadership

- Act as the technical authority for Salesforce architecture within Service 2.0.
- Review and approve solution designs, technical specifications and major changes.
- Establish Salesforce development, configuration, integration and release-management standards.
- Drive technical debt reduction and platform optimisation.
- Ensure appropriate Salesforce licensing and platform utilisation.
- Conduct architecture reviews and ensure adherence to enterprise architecture and security standards.
- Mentor Salesforce developers, administrators and implementation partners.

8. Partner & Programme Management

- Work closely with Salesforce, system integrators and technology partners.
- Provide technical direction to implementation partners and ensure adherence to the target architecture.
- Challenge solution designs where required and ensure commercial and technical decisions are aligned.
- Support programme planning, estimation, prioritisation and technology-roadmap decisions.
- Ensure successful transition from implementation to sustainable operations and support.

Key Deliverables / Success Measures
The Salesforce Architect will be expected to deliver:

- Robust target-state Salesforce architecture for Service 2.0.
- Scalable Salesforce Service Cloud and Field Service architecture across the pan-India service network.
- Seamless integration between Salesforce, SAP, partners and digital channels.
- Mobile-first and technician-centric service workflows.
- Intelligent allocation, scheduling and capacity-management capabilities.
- WhatsApp-first customer engagement and self-service journeys.
- AI/GenAI-enabled service capabilities with measurable business value.




- Reliable service data and performance dashboards.
- Strong platform governance, security, scalability and maintainability.
- Reduction in technical debt and unnecessary customisation.
- Architecture aligned to measurable improvements in warranty cost, first-time-fix rate, service turnaround time, technician productivity and customer satisfaction.

Candidate Profile
Education

- Bachelor's degree in Computer Science, Information Technology, Engineering or a related discipline.
- Relevant Salesforce certifications are strongly preferred.

Experience

- 10–15+ years of overall technology experience, with significant experience in Salesforce architecture and enterprise application transformation.
- Strong hands-on architecture experience across Salesforce Service Cloud and Salesforce Field Service.
- Experience designing large-scale Salesforce implementations involving complex integrations and multiple stakeholder groups.
- Experience in field service, after-sales service, customer service or service transformation is highly desirable.
- Experience working with large distributed field/service networks is an advantage.
- Experience in enterprise-scale digital transformation programmes involving multiple technology platforms.

Salesforce Expertise
Strong understanding of:

- Salesforce Service Cloud
- Salesforce Field Service
- Service Console
- Case Management
- Work Orders and Service Appointments
- Scheduling and optimisation
- Omni-Channel
- Salesforce APIs and integration patterns
- Platform Events / event-driven architecture
- Apex and Lightning architecture
- Data modelling and security architecture
- Salesforce Flow and automation
- Experience Cloud / digital experience
- Salesforce reporting and analytics
- Salesforce AI/GenAI capabilities

Integration & Technology Skills

- Strong understanding of enterprise integration architecture.
- Experience with REST/SOAP APIs, middleware and event-driven architectures.
- Experience or understanding of SAP integration and enterprise master-data concepts.
- Knowledge of cloud architecture, API security and identity/access management.
- Understanding of data platforms, analytics and AI/ML architectures.
- Ability to assess build-vs-buy and standard-vs-customisation decisions.

Leadership & Behavioural Competencies
The candidate should demonstrate:

- Strong enterprise architecture thinking with the ability to connect technology decisions to business outcomes.
- Excellent understanding of customer-service and field-service processes.
- Ability to simplify complex technology landscapes.
- Strong stakeholder-management and communication skills.
- Ability to influence business and technology leaders without relying solely on hierarchical authority.
- Robust problem-solving and decision-making capabilities.
- Commercial orientation and ability to evaluate technology investments based on ROI.
- Ability to work effectively with internal teams, vendors and implementation partners.
- Strong ownership and accountability for architecture decisions and outcomes.
- Curiosity and willingness to continuously evaluate emerging Salesforce, AI and digital technologies.

Preferred Certifications

- Salesforce Certified Application Architect
- Salesforce Certified System Architect
- Salesforce Certified Technical Architect (CTA) – highly desirable
- Salesforce Certified Service Cloud Consultant
- Salesforce Certified Field Service Consultant
- Salesforce Platform Developer certifications
- Relevant integration/cloud architecture certifications

Short Info

- Posted: 1 day(s) ago

- Location: Vikhroli

- Qualifications: • Bachelor's degree in computer science, Information Technology, Engineering or a related discipline

- Experience: 10 Years - 0 Months To 15 Years - 0 Months

📌 Salesforce Architect – Service 2.0 (India)
🏢 Blue Star India
📍 India