Job Summary:
The Senior Cloud Solutions Architect will serve as the technical lead and architect for Salesforce Service Cloud, supporting customer care teams across North America, Latin America, and Europe. This is a hands-on leadership role responsible for defining technical direction, making architecture decisions, and delivering production solutions while building an in-house engineering team and transitioning delivery ownership from external partners. The role focuses on providing a reliable Service Cloud platform, improving customer care operations, supporting multi-region expansion, and maintaining high standards for security, scalability, and operational excellence.
Key Responsibilities:
• Own the technical direction and architecture for Salesforce Service Cloud, including case management and lifecycle, routing and Omni-Channel, entitlements and milestones, escalations, knowledge management, and customer care agent experience.
• Lead digital engagement capabilities 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.
• Evaluate standard Salesforce Service Cloud capabilities against custom development requirements.
• Direct partner delivery by defining design standards, approving architecture, and reviewing Salesforce Professional Services and contractor deliverables before production deployment.
• Plan and execute the transition of technical ownership from external partners to the in-house engineering team.
• Define team roles, recruit Service Cloud engineers, and develop team capabilities through code reviews, pairing, design guidance, and structured growth goals.
• Establish operational excellence through production monitoring, alerting across channels and integrations, source-driven release management, promotion and rollback processes, structured logging, incident response, and root-cause analysis.
• Lead AI-assisted engineering initiatives by incorporating AI into design, development, testing, debugging, and issue triage processes.
• Establish best practices for AI-assisted development and measure its impact on delivery speed and software quality.
• Govern AI usage by ensuring only approved tools are used and that customer, payment, confidential data, and credentials are not included in prompts.
• Ensure AI-generated code follows the same review, testing, and security standards as manually written code, including validation of AI-suggested dependencies.
• Maintain accountability for all AI-assisted code merged into production.
• Protect customer data through least-privilege access and secure handling of personal information across cases, messaging, and support sites.
• Collaborate with the Agentforce team on testing, prompt safety, and human handoffs between AI and human agents.
• Partner with Core Platform teams, including Order Management and Agentforce, to maintain consistent development patterns across shared codebases and release pipelines.
• Plan roadmap initiatives with customer care operations and business stakeholders while balancing delivery speed, reliability, and platform limitations.
• Lead technical incident response and root-cause analysis when customer care channels or integrations experience disruptions.
