Job Details:

Job Description:

The Salesforce Solution Architect will be responsible for leading the design and implementation of end-to-end customer service and support processes within Service Cloud. This role involves driving discovery workshops, defining scalable and high-performing service architectures, and delivering solutions for case management, knowledge base, omnichannel support, field service, and automation. The architect will collaborate with cross-functional teams to improve customer experience, agent productivity, and operational efficiency. Ideal candidates bring deep Salesforce Service Cloud expertise, strong problem-solving skills, and a proven record of successful enterprise CRM implementations. This role also requires building with an AI-first mindset, leveraging Salesforce AI and Agentic AI capabilities to automate support workflows, surface real-time insights, and enable proactive service delivery. 

Key Responsibilities: 

• Lead discovery workshops with Customer Support Team to gather and document current and future state service processes and functional requirements. 

• Design scalable and robust Salesforce Service Cloud solutions, including case management, SLAs, entitlement processes, escalation handling, and agent productivity tools. 

• Develop comprehensive Business Requirements Documents (BRDs), solution designs, and process flows that translate business needs into technical implementation plans. 

• Act as the overall solution owner during implementation, ensuring project scope, delivery milestones, and business expectations remain aligned. 

• Configure and implement omnichannel support capabilities including Web-to-Case, Email-to-Case, Chat, Messaging, and Voice integration using Salesforce tools and third-party applications. 

• Integrate Salesforce AI capabilities such as Einstein Case Classification, Next Best Action, and Conversational Summarization to optimize agent efficiency and case resolution accuracy. 

• Design and implement Knowledge Management systems, ensuring effective content structure, approval workflows, and integration with case deflection and agent assist tools. 

• Support implementation of self-service portals using Experience Cloud, integrating with case submission, FAQs, and community engagement features. 

• Deliver automation solutions using Process Builder, Flow, OmniScripts, and other low-code tools to streamline service operations and reduce manual effort. 

• Assist in defining UAT strategy and test scenarios for service flows and customer experience validation. 

• Contributes training materials and support change management efforts for a successful go-live and user adoption. 

Salary Range

The pay range below is for Bay Area California only. Actual salary may vary based on a number of factors including job location, job-related knowledge, skills, experiences, trainings, etc. We also offer incentive opportunities that reward employees based on individual and company performance.

$200.4k- $290.1kUSD

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Qualifications:

• Bachelor’s Degree in Computer Science, Information Technology, or a related field; Master’s degree preferred. 

• 8+ years of experience as a Salesforce Business Analyst / Solution Architect with a focus on Salesforce Service Cloud implementations. 

• Deep hands-on experience with Salesforce Service Cloud features including Case Management, Omni-Channel Routing, Knowledge Base, and Experience Clo