Salesforce Platform Architect

Role & responsibilities

• Act as the strategic interface between business units and technical teams to align Salesforce capabilities with programs/projects and business goals.
• Perform all activities in defining architecture, detailed design and solution approach for CRM centric programs in the enterprise.
• Support implementation and optimization of Salesforce FSC and Service Cloud for contact center operations.
• Design scalable solutions for customer onboarding, relationship management, and service automation.
• Integrate Salesforce with core systems, data platforms, third-party apps, and telephony platforms (e.g., CTI, IVR).
• Ensure compliance with financial regulations and data privacy standards.
• Conduct stakeholder workshops, training sessions, and platform demos to drive adoption.
• Stay current with Salesforce releases, especially FSC, Data Cloud, Marketing Cloud and AI-driven service enhancements.

Preferred candidate profile

• 10-15 years of hands-on experience in Salesforce, with strong exposure to Architecting solutions across Financial Services Cloud, Data Cloud and Marketing Cloud.
• Salesforce certifications such as Platform Architect, Financial Services Cloud Consultant, Service Cloud Consultant, or Application Architect.
• Proven ability to translate financial business processes into technical solutions.
• Experience with Enterprise Integrations with Salesforce.
• Experience with contact center technologies, including CTI integration, case routing, and service analytics.
• Strong understanding of financial products, customer lifecycle management, and regulatory compliance.
• Proficiency in Apex, Flow, Lightning Components, and data modeling.
• Knowledge of Genesys Cloud, API Gateways like Apigee is an added advantage.