Principal Salesforce Architect

Job Overview

Infosys is seeking a highly experienced Salesforce Technical Architect with deep expertise in Agentforce (Service Cloud & Agent Workspace) to lead the design and implementation of scalable customer service solutions. In this role you will be architecting end-to-end experiences across channels using Salesforce’s service capabilities, ensuring technical excellence and alignment with business goals.

• Lead the architecture, design, and delivery of Salesforce Agentforce solutions including Data Cloud, Service Cloud, Omni‑Channel, Voice, Live Agent, and Einstein AI features.
• Translate complex business requirements into scalable, secure, and maintainable technical solutions.
• Provide thought leadership and best practices in architecting solutions with Agent Console, Knowledge Base, and Case Management.
• Design integrations between Salesforce and external systems (CTI, chatbots, third‑party knowledge bases, etc.).
• Guide and mentor Salesforce developers, admins, and business analysts; define and enforce Salesforce coding and configuration standards.
• Conduct architecture reviews and ensure alignment with enterprise architecture.
• Support pre‑sales and proposal efforts with solution design and technical estimations.
• Collaborate with stakeholders to ensure roadmap alignment and value realization.

• 11+ years of Salesforce experience, with at least 3+ years as a Technical Architect.
• Proven experience with Data or Service Cloud and Agentforce / Agent Workspace.
• Deep understanding of Omni‑Channel routing, Einstein Bots, Voice, and Live Chat.
• Experience in Case Lifecycle Management, Macros, Quick Text, and productivity tools.
• Strong knowledge of Salesforce APIs, Apex, Lightning Web Components (LWC).
• Familiarity with Salesforce Data Model, Security, and Sharing rules.
• Excellent communication, presentation, and stakeholder management skills.
• Salesforce Application Architect or System Architect certification required; CTA is a strong plus.
• Experience with Salesforce Knowledge, Next Best Action, and Einstein Case Classification.
• Background in Contact Center Technology (CTI) and voice platform integrations.
• Agile project experience and familiarity with Dev Ops tools like Copado or Gearset.
• Experience working in regulated environments (e.g., healthcare, financial services) is a plus.
• Salesforce Certified Service Cloud Consultant.
• Salesforce Certified Technical Architect (CTA).
• This position will be based in Irvine, CA or Richardson, TX and may require travel to client/project locations.
• Candidates authorized to work for any employer in the United States without employer‑based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time.

• Irvine, CA: $121,402 to $167,600
• Los Angeles, CA: $101,489 to $163,385

• Long‑term/Short‑term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off

The job may entail extensive travel. The job may also entail sitting as well as working at a computer for extended periods of time. Candidates should be able to effectively communicate by telephone, email, and face to face.

Infosys provides equal employment opportunities to applicants and employees without regard to race, color, sex, gender identity, sexual orientation, religious practices and observances, national origin, pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.