Salesforce Service Cloud Architect
2 days ago
Dallas
Job Description Job Title: Salesforce Service Cloud Architect Role Overview The Salesforce Service Cloud Architect is responsible for defining the end-to-end service experience strategy, architecture, and roadmap leveraging Salesforce’s Service Cloud and AI capabilities. This role combines deep platform expertise with strategic design thinking to deliver scalable, intelligent, and data-driven service operations. The Architect leads solution envisioning, data and integration modeling, and platform governance across complex, multi-system environments. Experience with migration from legacy service tools and a strong understanding of AI-driven service capabilities (Einstein GPT, Einstein Bots, Agent Assist) are key to success. The Architect will collaborate closely with business stakeholders, functional consultants, and technical teams to ensure that the Service Cloud ecosystem enables measurable outcomes in agent productivity, customer satisfaction, and operational efficiency. Key Responsibilities 1. Service Strategy & Solution Architecture * Define the overall Service Cloud solution blueprint, aligned to business goals and scalability requirements. * Establish design patterns for omni-channel case management, entitlements, SLAs, and escalation frameworks. * Ensure cohesive data and process flows across Salesforce Clouds (Service, Sales, Data Cloud, OMS). * Champion AI enablement using Einstein GPT and predictive service insights. 2. Omni-Channel & Case Management * Architect omni-channel routing across voice, chat, email, and digital channels. * Define advanced case lifecycle automation, SLA tracking, and entitlement frameworks. * Ensure seamless agent handoff and escalation processes between channels and tiers. 3. Knowledge & Self-Service Enablement * Architect scalable Knowledge Management structures with taxonomy, governance, and approval workflows. * Define strategies for article migration, content lifecycle management, and search optimization. * Integrate Knowledge with customer communities and AI chatbots for deflection and self-service. 4. Data Migration & Integrations * Lead migration strategy from legacy platforms (Zendesk or others) into Salesforce Service Cloud. * Define canonical data models, transformation logic, and validation frameworks for migrated data. * Architect integrations with enterprise systems (ERP, OMS, Data Cloud, Telephony, Analytics) using APIs and MuleSoft. * Oversee security, auditability, and compliance of integrated and migrated data. 5. Analytics & AI-Driven Insights * Design analytics architecture integrating Salesforce Reports, Tableau, or CRM Analytics. * Define KPI frameworks for CSAT, NPS, SLA, and operational health metrics. * Leverage Einstein AI for predictive insights, agent assist, and automated summarization. 6. Governance, Security & Compliance * Define platform governance, data access, and compliance models (GDPR, HIPAA, regional standards). * Implement policies for change control, release management, and deployment automation. * Establish audit, monitoring, and security frameworks ensuring trust and data integrity. 7. Delivery Leadership & Best Practices * Serve as the solution authority across functional and technical teams. * Lead design workshops, architecture reviews, and technical validation sessions. * Mentor consultants and developers to ensure adherence to Salesforce best practices. * Partner with business stakeholders to guide roadmap evolution and release planning. Qualifications & Skills Core Experience * 10+ years of Salesforce ecosystem experience, including 5+ years in Service Cloud architecture or delivery leadership. * Proven success architecting enterprise-scale Service Cloud implementations across multiple regions or business units. * Hands-on experience leading migrations from Zendesk (or similar platforms) to Salesforce — including schema translation, ETL orchestration, and validation. * Strong understanding of Salesforce’s data model (Cases, Contacts, Knowledge, Entitlements, Milestones). * Demonstrated experience with Einstein GPT, Bots, and AI-assisted service capabilities. * Familiarity with integration patterns using MuleSoft, REST APIs, and platform events. Architectural Expertise * Deep knowledge of Omni-Channel, Service Cloud Voice, Knowledge, Flows, and automation frameworks. * Ability to design reference architectures integrating Salesforce with ERP, telephony, and analytics systems. * Experience defining data models, security models, and performance optimization strategies. * Skilled at balancing configuration vs. customization, ensuring scalability and maintainability. Migration & Integration * Strong background in data migration planning — data cleansing, historical data handling, delta loads, and validation. * Experience with ETL tools (Data Loader, MuleSoft, Informatica, or equivalent). * Working understanding of legacy service schemas (Zendesk, Freshdesk, ServiceNow) for mapping and transformation. Delivery & Leadership * Experience leading global programs, working with cross-functional teams, and managing stakeholder alignment. * Strong consulting presence with excellent communication and executive presentation skills. * Deep familiarity with Agile/Scrum methodologies, DevOps, and CI/CD practices for Salesforce. Certifications (Preferred) * Salesforce Certified Application Architect (preferred) * Salesforce Certified Service Cloud Consultant * Salesforce Certified AI Associate or Einstein Consultant (preferred) * Salesforce Certified Integration Architect or Data Architect (preferred) About the Company: Perfaware is a global technology consulting company, recognized for its expertise in commerce tech & digital transformation. Our collaborations with the world’s best tech companies help our clients accelerate digital commerce transformation across retail channels worldwide. Perfaware partners with Industry Leaders like Salesforce (Commerce Cloud, Service Cloud, Revenue Cloud & Marketing Cloud), IBM Sterling (Order Management Suite), Blue Yonder (Luminate Commerce), and Kibo Commerce (OMS) to deliver end-to-end omnichannel commerce solutions. Perfaware’s US, LATAM, EMEA, and India consultants combine their passion for technology and business acumen to create value for our clients. Perfaware’s full-time employees receive complete and competitive benefits. We offer a collaborative work environment, competitive compensation, generous work/life opportunities, and an outstanding benefits package that includes paid time off plus holidays. In addition, all colleagues are eligible for several rewards and recognition programs. Encouraging a healthy work/life balance and providing our colleagues with great benefits are just part of what makes Perfaware a great place to work. For more information, visit us at