Cloud Solutions Architect
Duration: 6 months plus
Pay: $99-104/hr.
Location: Hybrid, Needham, MA
Senior Salesforce Service Cloud Technical Lead / Architect
Role Summary
You will be the technical lead and architect for Salesforce Service Cloud, the platform customer care teams use across North America, Latin America, and a growing number of European markets. This is a hands-on role with a build mandate: setting technical direction, making architecture decisions, delivering production work, and developing an in-house team that will gradually take ownership from external partners.
Mission
Provide customer care agents with a reliable Service Cloud platform that helps resolve consumer issues quickly. Over the first 12 months, transition delivery ownership from external partners to an in-house team while maintaining quality and operational stability.
Key Responsibilities
• Own technical direction for Service Cloud, including case management and lifecycle, routing and Omni-Channel, entitlements and milestones, escalations, knowledge, and the customer care agent experience.
• Own digital engagement across North America and EMEA, including email-to-case, in-app and web messaging, and Experience Cloud self-service support sites.
• Design and review integrations with contact center telephony, external ticketing and helpdesk tools, guided troubleshooting, quality management, warranty services, and Order Management and Commerce platforms.
• Lead multi-region rollouts into new countries, covering languages, queues, routing, support sites, and regional processes through a configuration-driven model.
• Establish architecture standards for data models, data ownership, sharing, security, and high-volume case management within Salesforce governor limits.
• Direct external partner delivery, establish design standards, approve architecture, and review professional services and contractor work before production.
• Build and develop an internal team by defining roles, hiring Service Cloud engineers, and providing technical guidance, code reviews, and mentorship.
• Drive operational excellence through production monitoring, alerting, release management, structured logging, incident response, and root-cause analysis.
• Lead AI-assisted engineering initiatives, incorporating AI into design, development, testing, debugging, and troubleshooting while maintaining accountability for quality.
• Establish responsible AI usage standards, including approved tools, data protection, code review, testing, and security requirements.
• Protect customer data through least-privilege access and secure handling of personal information across cases, messaging, and support sites.
• Partner with Agentforce teams on testing, prompt safety, and appropriate handoffs between AI and human agents.
• Collaborate with Core Platform teams, including Order Management and Agentforce, to maintain consistent development patterns and release processes.
• Partner with customer care operations and business stakeholders to prioritize roadmap initiatives and balance delivery speed, reliability, and platform limitations.
Required Experience
• 10+ years of experience in Salesforce development, technical architecture, or enterprise CRM implementations.
• Senior or lead-level experience with Salesforce Service Cloud, including hands-on development with Apex, Lightning Web Components (LWC), and Flow.
• Deep knowledge of Service Cloud capabilities, including case management, Omni-Channel routing, entitlements and milestones, email-to-case, knowledge, and Service Console.
• Experience designing enterprise Salesforce solutions across multiple business units or geographies, including data models, sharing, and high-volume architecture.
• Proven ability to lead technical direction and mentor or develop engineers.
• Experience managing Salesforce Professional Services, systems integrators, or contractor teams and transitioning technical ownership internally.
• Strong integration experience with REST APIs and asynchronous processing, including Queueable, Batch, scheduled jobs, Platform Events, and Change Data Capture.
• Experience with enterprise middleware and integration platforms, such as Oracle Integration Cloud or equivalent.
• Strong understanding of Salesforce governor limits, bulkification, and scalable data and sharing design.
• Working knowledge of Salesforce security and responsible handling of customer personal data.
• Experience with production monitoring, incident management, release governance, and CI/CD practices.
• Daily hands-on experience with AI coding assistants such as GitHub Copilot, Claude, Cursor, or Agentforce for Developers.
• Strong communication skills and the ability to work with technical teams, customer care operations, and business stakeholders.
Strongly Preferred
• Digital engagement experience, including Messaging for In-App and Web, Experience Cloud support sites, and multilingual configurations.
• Experience integrating contact center platforms (CCaaS or telephony) with Salesforce Service Cloud.
• Experience with Copado or comparable Salesforce DevOps tools, automated testing, and release and rollback management.
• Experience leading multi-region or multi-country customer service implementations.
• Experience developing mid-level engineers into senior technical contributors.
• Experience establishing AI usage standards, including data-handling policies, code review expectations, and delivery impact measurements.
Nice to Have
• Salesforce certifications such as Service Cloud Consultant, Platform Developer II, or an Architect credential.
• Experience building or governing generative AI features on Salesforce, including prompt templates, Einstein Trust Layer, or Agentforce.
• Experience supporting consumer products or direct-to-consumer retail customer service environments.
Order Management System (OMS) Collaboration
Service Cloud agents rely on order, fulfillment, return, and warranty information, making collaboration with the OMS technical team essential.
• Define the order and warranty data required by customer care agents and establish integration requirements with the OMS technical lead.
• Coordinate how order status changes are communicated to customer care and how failed updates are surfaced to agents.
• Coordinate releases across both teams, as they share a common codebase and release pipeline.