Salesforce Service Cloud & Agentforce Technical Architect
2 days ago
Leeds
\n Key Responsibilities: \n\n • Lead end-to-end technical architecture for Salesforce Service Cloud and Agentforce implementation workstreams.\n, • Define target-state architecture covering Service Cloud, Agentforce, integration patterns, security model, data model, environment strategy and operational readiness.\n, • Design scalable Service Cloud capabilities including Case Management, Omni-Channel, Knowledge, Entitlements, Digital Engagement, automation and AI-assisted service journeys.\n, • Provide hands-on architecture guidance for Agentforce agents, topics, actions, prompts, grounding, service workflows, escalation paths and human hand-off patterns.\n, • Define enterprise DevOps strategy across Azure DevOps Boards, Repos, Pipelines, release governance, environment management and deployment automation.\n, • Establish Trunk-Based Development practices, branching policies, pull request governance, automated quality gates and rollback controls.\n, • Design and govern CI/CD pipelines using Salesforce DX, Azure DevOps, Git and relevant Salesforce deployment tooling such as Copado or Gearset.\n, • Review and approve technical designs, integration specifications, code quality standards, test automation approach and release plans.\n, • Drive non-functional design for performance, resilience, security, observability, compliance, maintainability and platform limits.\n, • Mentor technical leads and developers, resolve complex design issues and support production release readiness, cutover and post-deployment assurance.\n\n Key Skills: \n\n • Advanced understanding of Apex, Lightning Web Components, Flows, Platform Events, REST/SOAP APIs, Salesforce data modelling and integration patterns.\n, • Expert-level Salesforce Service Cloud architecture and implementation capability in enterprise environments.\n, • Strong hands-on Agentforce implementation skills including agent configuration, prompt design, actions, topics, grounding, orchestration and service workflow validation.\n, • Strong Azure DevOps expertise covering Boards, Repos, Pipelines, Test Plans, release management and deployment governance.\n, • Deep understanding of CI/CD automation, automated quality gates, release approvals, environment management, versioning and rollback strategy.\n, • Hands-on knowledge of Git, Salesforce DX, Copado, Gearset or equivalent deployment automation frameworks.\n, • Practical understanding of DevSecOps controls, secure configuration, permission models, sharing, compliance and platform-limit management.\n, • Excellent communication, architecture documentation, technical governance, mentoring and problem-solving skills.\n, • Desirable: Salesforce Certified Technical/Application/System Architect, Service Cloud Consultant or AI Specialist certification; Service Cloud Voice, Data Cloud, Einstein/AI or MuleSoft exposure.\n\n Experience Required: \n\n • Extensive technology delivery experience with strong hands-on Salesforce implementation background (equivalent to 12+ years overall, 8+ years hands-on Salesforce).\n, • Expert-level Salesforce Service Cloud architecture experience in enterprise environments.\n, • Proven experience defining and implementing Trunk-Based Development practices for enterprise Salesforce delivery.\n, • Strong track record designing and governing CI/CD automation, environment management and rollback strategy.\n, • Experience in retail, eCommerce or high-volume contact centre transformation programmes is desirable.\n