Salesforce Solution Architect

Overview

We are looking for an experienced Salesforce Solution Architect with strong expertise in Service Cloud
, Omnichannel integrations
, Genesys contact center integration
, and AI enablement using Salesforce Einstein
. The ideal candidate will lead the design, architecture, and implementation of scalable Salesforce solutions aligned with business objectives and technology strategy.

• Lead end-to-end Salesforce solution design with focus on Service Cloud capabilities including case management, knowledge base, SLAs, and service processes.
• Architect and design integration between Salesforce and Omnichannel platforms to enable seamless customer engagement across multiple touchpoints (voice, chat, email, social, etc.).
• Define and implement integration strategies with Genesys Contact Center
  , leveraging Salesforce CTI, APIs, and event-driven frameworks for real-time data exchange and agent experience optimization.
• Drive adoption of Salesforce Einstein and other AI capabilities to enhance case routing, service insights, sentiment analysis, and predictive analytics.
• Collaborate with business stakeholders, product owners, and development teams to translate functional requirements into scalable and performant Salesforce solutions.
• Ensure adherence to Salesforce best practices, data governance, and security standards.
• Conduct architecture reviews, design workshops, and provide technical leadership to development and support teams.
• Stay updated on latest Salesforce releases, features, and ecosystem innovations to continuously evolve solution architecture.

• 10+ years of total IT experience, with minimum 5+ years in Salesforce architecture and solution design
  .
• Strong hands-on expertise in Salesforce Service Cloud
  , Omnichannel
  , CTI integrations
  , and Einstein AI
  .
• Proven experience integrating Salesforce with Genesys Cloud or other leading contact center solutions.
• Deep understanding of Salesforce Integration patterns
  , including REST/SOAP APIs, Platform Events, and Middleware tools (e.g., Mule Soft).
• Experience in Einstein Bots
  , Einstein Next Best Action
  , and Einstein Analytics setup and customization.
• Salesforce certifications such as:
• Salesforce Certified Application Architect / System Architect
• Salesforce Service Cloud Consultant
• Salesforce Integration Architect (preferred)
• Strong understanding of data modeling
  , security
  , governance
  , and Dev Ops practices within Salesforce ecosystem.
• Excellent communication, stakeholder management, and presentation skills.

• Experience working with Experience Cloud or Sales Cloud in addition to Service Cloud.
• Knowledge of AI-driven service automation
  , chatbots, or GenAI capabilities in Salesforce ecosystem.
• Familiarity with Agile/Scrum methodologies and CI/CD pipelines (e.g., Git Hub, Copado, Gearset).