Salesforce Service Cloud Solutions Architect

2 weeks ago


Orlando, Florida, United States Acunor Full time

Position Title: Salesforce Service Cloud Solutions Architect

Contract Duration: 6+ Months

Work Location: Remote or Hybrid Options Available

Overview: The Salesforce Service Cloud Solutions Architect is tasked with the design, execution, and enhancement of Salesforce Service Cloud solutions tailored to the strategic objectives of Acunor. This role demands a comprehensive grasp of Salesforce architecture, including both Service Cloud and Sales Cloud, alongside proficiency in integrating Salesforce with various external platforms. The ideal candidate will possess substantial experience in establishing and overseeing Service Cloud Voice and Omni-Channel functionalities.

Key Responsibilities:

Salesforce Architecture Development:

  • Craft and deploy scalable Salesforce architecture solutions that align with business objectives.
  • Create technical roadmaps and strategies to improve Salesforce capabilities and ensure peak performance.

Service Cloud Deployment:

  • Oversee the rollout of Salesforce Service Cloud solutions, including the configuration and customization necessary to fulfill specific business needs.
  • Enhance case management, knowledge repositories, and service workflows within Service Cloud.

Sales Cloud Integration:

  • Facilitate the integration of Service Cloud with Salesforce Sales Cloud to guarantee a seamless data flow and cohesive customer service experiences.
  • Configure and manage Sales Cloud features that complement Service Cloud functionalities.

External System Integration:

  • Design and execute integrations between Salesforce and various external systems, including CTI and telephony solutions (e.g., Genesys, Avaya), as well as social media platforms.
  • Ensure efficient data exchange and communication between Salesforce and external systems.

Service Cloud Voice and Omni-Channel Management:

  • Establish and configure Service Cloud Voice, including integration with telephony systems and management of voice interactions.
  • Implement and oversee Omni-Channel features to enhance routing, workload management, and agent efficiency.

Collaboration and Technical Support:

  • Engage closely with business stakeholders to gather requirements and translate them into effective technical solutions.
  • Provide technical direction and support to development teams and administrators.
  • Diagnose and resolve complex issues related to Salesforce Service Cloud and its integrations.

Essential Skills and Qualifications:

Demonstrated experience in architecting and implementing Salesforce solutions with a robust understanding of Salesforce architecture.

Extensive knowledge of Salesforce Service Cloud, including its configuration, customization, and optimization.

Strong familiarity with Salesforce Sales Cloud and its integration with Service Cloud.

Expertise in integrating Salesforce with external systems, including CTI and telephony solutions.

Understanding of integration patterns and tools.

Proven experience in establishing and managing Service Cloud Voice and Omni-Channel features.

Education and Experience:

  • Bachelor's degree in Computer Science, Information Technology, or a related discipline.
  • Over 10 years of experience in Salesforce architecture and implementation, particularly focused on Service Cloud.
  • Proven success in managing Salesforce projects and integrations.

Preferred Certifications:

  • Salesforce Certified Service Cloud Architect.
  • Salesforce Certified Application Architect.
  • Other relevant Salesforce certifications are advantageous.


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