Job Opportunity: Senior Salesforce Service Cloud Consultant / Architect

highly experienced Senior Salesforce Service Cloud Consultant / Architect

You will partner with business stakeholders and technical teams to translate customer service strategies into scalable, high-performance Salesforce solutions that elevate operational efficiency and deliver exceptional customer experiences.

• Lead the end-to-end design, configuration, and deployment of Salesforce Service Cloud solutions across diverse business units.
• Implement and fine-tune

  Omni-Channel Routing

  , ensuring optimal workload distribution based on agent skills, availability, and case priority.
• Configure and manage

  Live Chat

  ,

  Messaging

  , and

  Case Assignment Rules

  to deliver seamless, real-time customer interactions.
• Design and deploy

  Service Cloud Voice

  , integrating telephony (e.g., Amazon Connect) with Salesforce to create a unified agent console experience.
• Collaborate with business analysts and service teams to gather requirements and translate them into scalable, maintainable Salesforce configurations.
• Provide architectural oversight, ensuring data models, security, and performance align with best practices and Salesforce’s product roadmap.
• Perform gap analyses, recommend platform improvements, and drive alignment with industry standards and customer service strategies.
• Troubleshoot complex issues, perform root cause analyses, and implement robust solutions in a timely manner.
• Mentor junior consultants, lead code/configuration reviews, and enforce solution quality standards.

• 12–14 years of total IT experience

  , including

  7+ years in the Salesforce ecosystem

  with a strong emphasis on Service Cloud.
• Proven expertise with key Service Cloud features: Omni-Channel, Case Routing, Service Console, Knowledge Management, Entitlements & Milestones, Live Chat, Messaging, and Service Cloud Voice.
• Solid understanding of Salesforce data modeling, automation tools (Flows, Process Builder), security, and integration patterns.
• Hands-on experience with

  Voice Channel integrations

  , including Amazon Connect or other CTI solutions within Service Cloud Voice.
• Excellent analytical, problem-solving, and client-facing communication skills.
• Experience working in Agile/Scrum environments, with the ability to deliver in fast-paced, iterative projects.

• Salesforce Certified Service Cloud Consultant
• Salesforce Certified Application Architect or System Architect
• (Optional) Salesforce OmniStudio Consultant

This role offers the chance to work on high-impact, enterprise-level Salesforce Service Cloud projects that redefine customer engagement. Join a collaborative environment where your expertise directly shapes world-class service experiences.