Salesforce Solution Architect

Location:
EST Time Zone

Preferred Certification:
Salesforce Service Cloud Consultant

We are looking for a
Salesforce Techno-Functional Specialist
with strong expertise in
Service Cloud
,
omni-channel servicing
,
contact center transformation
, and
AI-enabled service experiences
. The ideal candidate excels at
business process design
,
requirements gathering
,
user story creation
, and
service operations consulting
, with the ability to work closely with business and technical teams.

Key Responsibilities

• Lead discovery workshops with business stakeholders to capture service processes and pain points.
• Design
  business process flows
  ,
  BPMN diagrams
  ,
  journey maps
  , and
  agent workflows
  for Service Cloud.
• Define detailed
  user stories
  ,
  acceptance criteria
  , and functional specifications.
• Configure and guide teams on
  Service Cloud capabilities
  such as Cases, Omni-Channel, Digital Engagement, Knowledge, and Agentforce.
• Support contact center transformation initiatives including omni-channel service models and telephony-enabled agent workflows.
• Collaborate with technical teams to ensure requirements are clearly understood (no hands-on integration design required).
• Recommend best practices for case management, routing, service KPIs, and service operations.
• Work with product owners and QA to support backlog grooming, UAT, and release readiness.
• Contribute to adoption of
  AI for Service
  (case classification, summarization, bots) and
  Data Cloud
  for service insights.

Required Skills

• 10–12 years of Salesforce experience with strong emphasis on
  Service Cloud
  .
• Hands-on with
  omni-channel
  , agent console, digital channels, and customer support processes.
• Good understanding of contact center operations and telephony interactions from a
  functional/business
  perspective.
• Strong in
  business analysis
  , process modeling, documentation, and requirement translation.
• Experience using
  AI for servicing
  and
  Data Cloud
  concepts.
• Excellent communication, stakeholder management, and ability to work in
  EST time zone
  .

Preferred

• Salesforce
  Service Cloud Consultant
  certification.
• Experience in enterprise-scale customer service transformations.