Salesforce Solution Architect - Service Cloud

Job Summary

We are seeking an experienced Salesforce Solution Architect to lead the design and delivery of next-generation customer service solutions built on Salesforce Service Cloud and Google Contact Center as a Service (CCaaS) platforms. This role will define and implement the architecture that brings together CRM, telephony, AI-driven agent experiences, digital channels, and enterprise integrations to create a seamless customer and agent experience. The role aligns with current enterprise initiatives focused on Salesforce Service Cloud, Google CCaaS voice integration, agent desktop modernization, AI-assisted service, and customer journey orchestration.

Key Responsibilities

• Own the end-to-end architecture for Salesforce Service Cloud and Google CCaaS integration.
• Design voice and omnichannel contact centre solutions including telephony, routing, callbacks, transcription, agent assist, and customer context transfer.
• Lead architecture for Salesforce Service Cloud, Omni-Channel, Salesforce Voice, Case Management, Knowledge, and Agent Workspace.
• Define integration patterns using APIs, events, middleware, and cloud-native services.
• Design customer interaction tracking, CRM integration, and customer journey management capabilities.
• Collaborate with business, product, security, and engineering teams to define target-state architecture and implementation roadmaps.
• Ensure solutions are scalable, secure, resilient, and aligned with enterprise architecture standards.
• Provide technical leadership, design governance, and vendor oversight across delivery teams.

Qualifications

Required

• 10+ years of enterprise application architecture experience.
• 5+ years of Salesforce architecture experience.
• Deep expertise in Salesforce Service Cloud and contact centre solutions.
• Experience integrating CRM platforms with CCaaS, telephony, or voice platforms.
• Strong understanding of API-led, event-driven, and cloud integration architectures.
• Experience with authentication and security standards including OAuth, OIDC, SAML, and SSO.

Preferred

• Experience with Google CCaaS, CCAIP, Dialogflow CX, Agent Assist, and Google Cloud Platform.
• Experience with voice technologies, SIP, IVR, call routing, and contact centre operations.
• Knowledge of AI-enabled customer service platforms and agent productivity solutions.
• Experience in regulated environments with privacy, security, and compliance requirements.

Certifications

• Salesforce Certified Application Architect
• Salesforce Certified System Architect
• Salesforce Service Cloud Consultant
• Salesforce Integration Architect
• Salesforce Certified Technical Architect (CTA)
• Google Professional Cloud Architect

Job Details

• Job Title: Salesforce Solution Architect - Service Cloud
• Job Type: Permanent
• Location: Bengaluru
• Experience: 12 to 15 years