Salesforce Solution Architect

Type: Full-Time
About the Role
We are seeking an experienced Salesforce Solution Architect to lead the design and
delivery of next-generation customer service solutions built on Salesforce Service
Cloud and Google Contact Center as a Service (CCaaS) platforms. This role will
define and implement the architecture that brings together CRM, telephony, AI-driven
agent experiences, digital channels, and enterprise integrations to create a seamless
customer and agent experience. The role aligns with current enterprise initiatives
focused on Salesforce Service Cloud, Google CCaaS voice integration, agent desktop
modernization, AI-assisted service, and customer journey orchestration.
Key Responsibilities
 Own the end-to-end architecture for Salesforce Service Cloud and Google
CCaaS integration.
 Design voice and omnichannel contact centre solutions including telephony,
routing, callbacks, transcription, agent assist, and customer context transfer.
 Lead architecture for Salesforce Service Cloud, Omni-Channel, Salesforce Voice,
Case Management, Knowledge, and Agent Workspace.
 Define integration patterns using APIs, events, middleware, and cloud-native
services.
 Design customer interaction tracking, CRM integration, and customer journey
management capabilities.
 Collaborate with business, product, security, and engineering teams to define
target-state architecture and implementation roadmaps.
 Ensure solutions are scalable, secure, resilient, and aligned with enterprise
architecture standards.
 Provide technical leadership, design governance, and vendor oversight across
delivery teams.
Qualifications
Required
 10+ years of enterprise application architecture experience.
 5+ years of Salesforce architecture experience.
 Deep expertise in Salesforce Service Cloud and contact centre solutions.
 Experience integrating CRM platforms with CCaaS, telephony, or voice platforms.
 Strong understanding of API-led, event-driven, and cloud integration
architectures.
 Experience with authentication and security standards including OAuth, OIDC,
SAML, and SSO.
Preferred
 Experience with Google CCaaS, CCAIP, Dialogflow CX, Agent Assist, and
Google Cloud Platform.
 Experience with voice technologies, SIP, IVR, call routing, and contact centre
operations.
 Knowledge of AI-enabled customer service platforms and agent productivity
solutions.
 Experience in regulated environments with privacy, security, and compliance
requirements.
Certifications
Preferred certifications include:
 Salesforce Certified Application Architect
 Salesforce Certified System Architect
 Salesforce Service Cloud Consultant
 Salesforce Integration Architect
 Salesforce Certified Technical Architect (CTA)
 Google Professional Cloud Architect
What Success Looks Like
 Successful delivery of Salesforce Service Cloud and Google CCaaS solutions.
 Simplified agent desktop experience with integrated voice and CRM capabilities.
 Improved customer experience, agent productivity, and operational efficiency.
 Scalable architecture supporting future AI, automation, and omnichannel
capabilities.
Ideal Candidate: A hands-on architecture leader who can bridge business strategy,
customer experience, contact centre operations, Salesforce CRM, and cloud-based
voice technologies to drive large-scale digital transformation initiatives.