Technical Solution Architect - Salesforce Service Cloud

Technical Solution Architect - Salesforce Service Cloud Position Summary

We are seeking a highly technical, hands‑on Salesforce Service Cloud Technical Architect to lead the architecture, development, and telephony integration of our customer service platform. This role focuses deeply on engineering: the successful candidate will spend a significant portion of their time writing and reviewing production‑grade code while owning the end‑to‑end technical design of Service Cloud solutions integrated with cloud telephony (CTI) — preferably Amazon Connect / Service Cloud Voice — and modern AWS services.

In addition to core platform work, this role is responsible for building AI‑powered service experiences on Salesforce (Einstein / Agentforce and externally hosted LLMs), standing up and configuring Salesforce MCP (Model Context Protocol) servers to safely expose Salesforce data and actions to AI agents, and directly managing a team of developers—setting technical direction, allocating work, and being accountable for the team's delivery and quality.

• Personally design and write complex, production‑grade Apex (classes, triggers, batch, queueable, scheduled, and future/async patterns), Lightning Web Components, and SOQL/SOSL—this role codes daily and is expected to set the coding bar for the team.
• Own the end‑to‑end technical architecture for Service Cloud initiatives, from requirements through deployment, including data model, integration design, and scalability for large data volumes.
• Enforce test‑driven development, high Apex test coverage, secure coding practices, and strict adherence to Salesforce governor limits and platform performance standards.
• Build and maintain complex integrations using REST/SOAP APIs, Platform Events, callouts, streaming, and middleware.
• Design automation with Flow Builder and custom business logic, and lead technical‑debt reduction and refactoring efforts.

• Design, implement, and support Computer Telephony Integration (CTI) on Service Cloud, preferably using Amazon Connect and Salesforce Service Cloud Voice.
• Build and maintain call flows, softphone integrations, screen pops, omni‑channel routing, real‑time transcription, and call‑recording integrations.
• Integrate telephony events and contact data between Amazon Connect and Salesforce, ensuring reliability, low latency, and accurate reporting.
• Troubleshoot production voice/CTI issues across the Salesforce and AWS boundary.

• Design and build AI‑powered service experiences using Salesforce AI (Einstein for Service, Agentforce, Prompt Builder, Einstein Trust Layer) and/or externally hosted LLMs invoked via API.
• Configure, deploy, and secure Salesforce MCP (Model Context Protocol) servers to expose Salesforce data, objects, and actions to AI agents and copilots in a governed, permissioned way.
• Implement grounding, retrieval, prompt orchestration, guardrails, and monitoring for AI features, with strong attention to data security and the Einstein Trust Layer / equivalent controls.
• Build proof‑of‑concepts and production integrations that connect Salesforce, AWS AI services, and LLM providers.

• Directly manage a team of Salesforce developers
  —assign and prioritize work, set technical direction, review code, and hold the team accountable for quality and delivery.
• Own performance management, mentoring, career development, and technical hiring for the development team.
• Establish and enforce development best practices, coding standards, branching strategy, and documentation.
• Partner with product managers, business analysts, QA, and support teams; drive refinement,…