Type: Full time

About the Role

We are seeking an experienced Salesforce Solution Architect to lead the design and delivery of next-generation customer service solutions built on Salesforce Service

Cloud and Google Contact Center as a Service (CCaaS) platforms. This role will define and implement the architecture that brings together CRM, telephony, AI-driven agent experiences, digital channels, and enterprise integrations to create a seamless customer and agent experience. The role aligns with current enterprise initiatives focused on Salesforce Service Cloud, Google CCaaS voice integration, agent desktop modernization, AI-assisted service, and customer journey orchestration.

Key Responsibilities

 Own the end-to-end architecture for Salesforce Service Cloud and Google

CCaaS integration.

 Design voice and omnichannel contact centre solutions including telephony,

routing, callbacks, transcription, agent assist, and customer context transfer.

 Lead architecture for Salesforce Service Cloud, Omni-Channel, Salesforce Voice,

Case Management, Knowledge, and Agent Workspace.

 Define integration patterns using APIs, events, middleware, and cloud-native services.

 Design customer interaction tracking, CRM integration, and customer journey management capabilities.

 Collaborate with business, product, security, and engineering teams to define target-state architecture and implementation roadmaps.

 Ensure solutions are scalable, secure, resilient, and aligned with enterprise architecture standards.

 Provide technical leadership, design governance, and vendor oversight across delivery teams.

Qualifications

Required

 10+ years of enterprise application architecture experience.





 5+ years of Salesforce architecture experience.

 Deep expertise in Salesforce Service Cloud and contact centre solutions.

 Experience integrating CRM platforms with CCaaS, telephony, or voice platforms.

 Strong understanding of API-led, event-driven, and cloud integration architectures.

 Experience with authentication and security standards including OAuth, OIDC,

SAML, and SSO.

Preferred

 Experience with Google CCaaS, CCAIP, Dialogflow CX, Agent Assist, and

Google Cloud Platform.

 Experience with voice technologies, SIP, IVR, call routing, and contact centre operations.

 Knowledge of AI-enabled customer service platforms and agent productivity solutions.

 Experience in regulated environments with privacy, security, and compliance requirements.

Certifications

Preferred certifications include

 Salesforce Certified Application Architect

 Salesforce Certified System Architect

 Salesforce Service Cloud Consultant

 Salesforce Integration Architect

 Salesforce Certified Technical Architect (CTA)

 Google Professional Cloud Architect

What Success Looks Like

 Successful delivery of Salesforce Service Cloud and Google CCaaS solutions.

 Simplified agent desktop experience with integrated voice and CRM capabilities.

 Improved customer experience, agent productivity, and operational efficiency.

 Scalable architecture supporting future AI, automation, and omnichannel capabilities.

Ideal Candidate: A hands-on architecture leader who can bridge business strategy,

customer experience, contact centre operations, Salesforce CRM, and cloud-based voice technologies to drive large-scale digital transformation initiatives.

📌 Salesforce Solution Architect (Bengaluru)
🏢 BCE Global Tech
📍 Bengaluru