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 is a deep engineering role: 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.

Beyond 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.

Responsibilities:

Hands-On Development & Technical Architecture (40%):

• 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.

CTI & Telephony Integration (20%):

• 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.

AI Integration & MCP Configuration (20%):

• 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.

Team Leadership & Developer Management (20%):

• 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, estimation, sprint planning, release planning, and post-release validation.
• Communicate technical trade-offs, risks, and timelines clearly to both technical and non-technical stakeholders.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• 7+ years of hands-on Salesforce development experience, with at least 4 years focused on Service Cloud and a demonstrable record of writing complex production code (this is not a hands-off role).
• Expert-level proficiency in Apex, Lightning Web Components, asynchronous/batch processing, and SOQL/SOSL, including performance tuning and governor-limit optimization.
• Proven, hands-on experience implementing CTI on Service Cloud, preferably Amazon Connect and/or Salesforce Service Cloud Voice.
• Hands-on experience with a modern AWS technology stack (e.g., Lambda, API Gateway, S3, EventBridge, DynamoDB, CloudWatch, IAM, and Amazon Connect).
• Experience building AI integrations with Salesforce (Einstein / Agentforce, Prompt Builder, or LLM-backed features via API).
• Experience configuring and securing MCP (Model Context Protocol) servers for Salesforce, or strong, demonstrable ability to do so.
• Experience managing or leading a team of developers, including code review, work allocation, and delivery accountability.
• Strong DevOps discipline: Git, CI/CD pipelines (Jenkins, GitHub Actions, or equivalent), and automated testing.
• Excellent written and verbal communication skills.

Preferred Qualifications:

• Salesforce certifications, especially Platform Developer II, plus Service Cloud Consultant, Application/System Architect, or AI Specialist.
• AWS certifications (e.g., Solutions Architect, Developer Associate).
• Experience with Salesforce MIAW (Messaging for In-App and Web), CTI adapters, and Service Cloud Voice partner telephony.
• Hands-on experience with LLM providers (e.g., Anthropic Claude, OpenAI, Amazon Bedrock) and agentic/tool-calling patterns.
• Web development skills (JavaScript, TypeScript, HTML5, CSS3, React).
• Experience with agile methodologies and project management tooling.
• Contact center / customer service domain experience.
• Familiarity with enterprise integration platforms (MuleSoft, Dell Boomi) and data migration/ETL tooling.

Required Skills & Abilities:

Technical Expertise (Deep, Hands-On):

• Expert command of Apex, LWC, Aura, triggers, batch/queueable/scheduled/async patterns, and Lightning App Builder.
• Deep understanding of Service Cloud: case management, knowledge, omni-channel, service console, and Service Cloud Voice.
• Strong knowledge of the Salesforce security model — sharing rules, profiles, permission sets, field-level security — applied to both platform features and AI/MCP access.
• Solid data modeling skills, including custom objects, relationships, and large-data-volume considerations.

CTI, AWS & AI:

• Practical experience integrating Salesforce with Amazon Connect for voice, routing, transcription, and recording.
• Working knowledge of core AWS services and event-driven, serverless architecture patterns.
• Ability to design AI features responsibly: grounding, prompt orchestration, guardrails, evaluation, and monitoring, with strong data-security controls.
• Ability to configure Salesforce MCP servers and expose scoped, governed tools/actions to AI agents.

Integration & Architecture:

• Proven ability to design and implement complex integrations using REST/SOAP APIs, Platform Events, callouts, and middleware.
• Understanding of enterprise architecture patterns for scalable, resilient solutions.
• Experience with data migration strategies, ETL processes, and data quality management.

Leadership & People Management:

• Demonstrated ability to lead and manage developers, set technical direction, and drive delivery.
• Strong mentoring, code-review, and knowledge-transfer skills.
• Excellent stakeholder communication and analytical problem-solving.

Project Management:

• Experience with Scrum/Kanban and agile tooling.
• Ability to estimate effort, manage timelines, and coordinate deliverables across multiple priorities.
• Experience with change management and release management in enterprise environments.