Job Summary

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.
- Solid 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

- Salesforce Certified Application Architect
- Salesforce Certified System Architect
- Salesforce Service Cloud Consultant
- Salesforce Integration Architect
- Salesforce Certified Technical Architect (CTA)
- Google Professional Cloud Architect

Job Details

- Job Title: Salesforce Solution Architect - Service Cloud
- Job Type: Permanent
- Location: Bengaluru
- Experience: 12 to 15 years

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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