Job Role: Salesforce Architect

Experience: 10+ Years

Location: Bangalore

Key Responsibilities

Lead end-to-end solution architecture for large-scale Salesforce Service Cloud transformation programs.
Define scalable, global customer service operating models across multiple countries and service centers.
Drive architecture and solution design for:
Case Management
Omni-Channel Service
Knowledge Management
Contact Center Transformation
Customer Experience Modernization
AI-assisted service operations
Collaborate with business stakeholders, product owners, delivery teams, and enterprise architects to shape future-state service architecture.
Design integration architecture between Salesforce and enterprise systems including ERP, loyalty, booking, payment, inventory, and messaging platforms.
Architect AI-enabled customer service solutions leveraging Salesforce Agentforce and external AI platforms/services.
Provide architectural guidance for phased migration from legacy CRM/contact center platforms to Salesforce.
Ensure configuration-first, scalable, secure, and compliant solution design aligned with enterprise standards.
Support discovery workshops, process rationalization, solution blueprinting, and roadmap definition.
Drive governance, best practices, and reusable architecture patterns across markets and regions.

Mandatory Skills

10+ years of IT experience with significant experience in Salesforce architecture roles.
Strong expertise in Salesforce Service Cloud architecture and enterprise implementations.
Proven experience in large-scale Customer Service / Contact Center transformation programs.
Experience working with multi-country or global service delivery models.
Strong design thinking and business transformation mindset.
Hands-on expertise in:
Omni-Channel Routing
Case Management
Knowledge
Experience Cloud
Service Console
Integrations & API-led architecture
Strong understanding of Salesforce Agentforce capabilities and AI-assisted service operations.
Understanding of integrating external AI services/platforms with Salesforce ecosystems.
Strong stakeholder management and client-facing consulting capability.
Ability to create scalable, future-ready enterprise solution blueprints.
Experience in retail, travel retail, hospitality, aviation, or global customer operations environments is advantageous.

Salesforce Architect