Tech Lead Architect Service Cloud

Kforce has a client in need of a Tech Lead Architect Service Cloud in Needham Heights, MA.

Responsibilities:

• Serve as the technical lead and architect for enterprise Salesforce Service Cloud, providing hands-on development and architectural direction
• Design and enhance case management, Omni-Channel routing, entitlements, milestones, escalations, Knowledge, and Service Console capabilities
• Lead digital customer engagement solutions including email-to-case, web and in-app messaging, and Experience Cloud self-service
• Architect integrations between Salesforce and contact center, telephony, ticketing, warranty, commerce, order management, and other enterprise platforms
• Design scalable Salesforce solutions for high-volume environments, including data models, sharing, security, and integration patterns
• Lead multi-country and multi-region Service Cloud implementations, including localization, routing, queues, and regional support processes
• Establish development and architecture standards while determining appropriate use of native Salesforce functionality versus custom solutions
• Oversee technical delivery from Salesforce partners, systems integrators, and contractors while transitioning platform ownership to internal engineering teams
• Build and mentor Salesforce engineering talent through code reviews, technical design guidance, and hands-on collaboration
• Establish standards for CI/CD, automated testing, release management, monitoring, logging, incident response, and root-cause analysis
• Drive responsible use of AI-assisted engineering tools across development, testing, debugging, and technical support
• Implement strong security practices for customer data, access controls, integrations, and AI-enabled functionality
• Partner with product, operations, and engineering teams to prioritize platform enhancements while maintaining performance, scalability, and reliability
• 10+ years of experience in Salesforce development, technical architecture, or enterprise CRM implementations
• Senior or lead-level experience with Salesforce Service Cloud, Apex, Lightning Web Components, and Flow
• Deep knowledge of case management, Omni-Channel, entitlements and milestones, email-to-case, Knowledge, and Service Console
• Experience architecting enterprise Salesforce solutions across multiple business units, countries, or regions
• Strong integration experience using REST APIs, Platform Events, Change Data Capture, Queueable Apex, Batch Apex, and scheduled processing
• Experience with enterprise middleware such as Oracle Integration Cloud or comparable integration platforms
• Strong understanding of Salesforce governor limits, bulkification, scalable data models, sharing architecture, and platform security
• Experience integrating Service Cloud with contact center, CCaaS, telephony, commerce, or related enterprise platforms
• Experience leading Salesforce partners, systems integrators, or contractor teams and providing technical architecture governance
• Strong experience with CI/CD, production monitoring, incident management, release governance, and automated testing
• Hands-on experience using AI development tools such as GitHub Copilot, Claude, Cursor, or Agentforce for Developers
• Experience mentoring and developing Salesforce engineers in a technical leadership capacity
• Experience with Experience Cloud, digital messaging, multilingual environments, Copado, or multi-region Salesforce implementations is preferred
• Strong communication skills with the ability to work effectively across technical and business teams

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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