Sr. Technical Architect, Salesforce Service Cloud

Sr. Technical Architect, Salesforce Service Cloud POSITION SUMMARY

The Sr. Technical Architect, Salesforce Service Cloud is responsible for designing, governing, and evolving scalable Salesforce Service Cloud solutions that deliver an intuitive, efficient, and secure experience for service agents, internal users, and customers. This role partners closely with business stakeholders, product managers, and engineering teams to translate business requirements into robust Salesforce architectures while ensuring platform best practices, performance, security, and compliance.

You will provide architectural leadership across complex Salesforce implementations, guide development teams, and drive long-term platform vision in a regulated, enterprise environment.

• Work closely with enterprise and solution architecture teams to design and govern complex Salesforce Service Cloud system architectures.
• Own and drive Salesforce technical design decisions, including data models, integrations, security, automation, and scalability.
• Perform architectural and code reviews; mentor Salesforce developers on best practices, patterns, and standards.
• Partner with business stakeholders to gather requirements and translate them into scalable, reliable, and maintainable Salesforce solutions.
• Design, build, and maintain Salesforce Service Cloud capabilities including Cases and Case Management, Knowledge, Omni‑Channel routing, Service Console, Entitlements and SLAs (Milestones), CTI/telephony integration, self‑service and Experience Cloud portals, Einstein Bots/chat, and reporting.
• Architect and oversee integrations between Salesforce and external systems using APIs, middleware, and event‑driven patterns.
• Ensure Salesforce implementations meet enterprise security, compliance, and governance standards.
• Continuously improve Salesforce development processes, deployment practices, and architectural standards.
• Contribute to end‑to‑end execution of compliance initiatives, including audit readiness and platform controls.
• Support ongoing enhancements, platform optimization, and technical debt reduction across existing Salesforce components.
• Act as a technical escalation point and trusted advisor for Salesforce‑related architecture decisions.

• This role works with PHI on a regular basis, both in paper and electronic form, and accesses systems that store or process PHI.
• Must complete HIPAA/PHI privacy training, General Policies and Procedures Compliance training, and security training within the first 30 days of hire.
• Must maintain current status on all required Natera compliance and security training.

• Bachelor's degree in Computer Science, Information Systems, or equivalent practical experience.
• 7+ years of overall IT or application development experience, with 5+ years of Salesforce platform experience.
• Strong hands‑on experience with Salesforce Service Cloud architecture and implementation.
• Experience designing and governing large‑scale, enterprise Salesforce implementations.
• Hands‑on experience with core Service Cloud features such as Case Management, Knowledge, Omni‑Channel, Entitlements/SLAs, Service Console, and CTI/telephony integrations.
• Proven experience with Salesforce security model, including profiles, permission sets, role hierarchy, sharing rules, and field‑level security.
• Experience with Salesforce declarative and programmatic capabilities including Flows, Apex, Lightning Web Components (LWC), and SOQL.
• Experience integrating Salesforce with external systems using REST/SOAP APIs, middleware, and event‑driven architectures.
• Familiarity with cloud platforms (AWS preferred) and integration patterns.
• Experience with CI/CD pipelines and Salesforce Dev Ops tools (e.g., Git, Salesforce DX, Copado, Gearset, or equivalent).
• Strong understanding of data modeling, relational concepts, and data quality strategies.
• Experience working in regulated or compliance‑driven environments is strongly preferred.
• Salesforce certifications preferred (e.g., Service Cloud Consultant, Application Architect, System Architect).

• Salesforce Service Cloud Architecture
• Case…