As the Principal Solution Architect, you will serve as the technical visionary and 'linchpin' for our Customer Experience (CX) transformation. You will own the end-to-end architectural blueprint for our next-generation 'Call Center of the Future,' ensuring that business ambitions are translated into scalable, secure, and creative technical realities. Architectural Authority: Own the technical roadmap and solution design for the Salesforce ecosystem (Service Cloud, OmniStudio), making critical 'Build vs. CX Transformation Strategy: Partner with business stakeholders to design a 'Digital First' contact center strategy, proactively introducing innovations (AI-driven routing, Self-Service, Voice analytics) that reduce friction and cost.
Act as a technical mentor to Senior BAs, helping them understand platform capabilities to write feasible, high-quality user stories.
Event-Driven, Pub/Sub) between Salesforce and Mulesoft, ensuring the architecture protects Salesforce limits while handling high-volume data.




When required, roll up sleeves to prototype complex Flows, debug LWC performance, or configure advanced OmniStudio components.
Mentor Senior Developers on advanced design patterns and code quality. Bachelor's degree in Computer Science, Engineering, or related field.
Master's degree preferred.
Mandatory Certifications: Salesforce System Architect OR Application Architect
Salesforce OmniStudio Consultant, MuleSoft Certified Platform Architect.
12+ years of total IT experience
8+ years specifically in Salesforce Architecture and Development
3+ years in a Lead/Principal Architect role for large-scale transformation programs.
Deep Service Cloud Mastery: Expert-level knowledge of Case Management, Omni-Channel Routing, Entitlements, and CTI (Computer Telephony Integration) implementations.

📌 Engineering Manager / Salesforce (m/w/d) (Chennai)
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