Senior Success Architect (Service Cloud)

Join Salesforce as a Senior Success Architect specializing in Service Cloud. In this role, you will drive customer impact by assessing Service Cloud implementations and delivering expert recommendations on technical architecture, solution design, application lifecycle management, reliability, and feature adoption. You will serve as a trusted subject matter expert, simplify complex technical concepts for diverse audiences, identify capability gaps, and build strong relationships with internal and external partners.

• Assurer l'excellence technique des clients stratégiques en matière de Service Cloud, en fournissant des recommandations d'experts sur l'architecture technique, la conception de solutions et la gestion du cycle de vie des applications.
• Collaborer avec diverses équipes au sein de l'organisation pour résoudre les défis techniques immédiats tout en identifiant les causes profondes pour prévenir les problèmes futurs.
• Servir de conseiller de confiance en matière de Service Cloud, en fournissant des conseils proactifs et réactifs sur l'architecture, la stratégie technologique et les meilleures pratiques.
• Strong knowledge of integration patterns, covering APIs, master data management, and the technical considerations for AI and analytics
• Solid understanding of security best practices, including sharing models, identity management, and data privacy
• Experience with large-scale implementations, including SaaS, multi-tenant environments, and complex multi-org strategies
• 5+ years of experience in Salesforce delivery, with at least 2 years focused on solution architecture for complex Service Cloud environments
• Hands-on experience managing the full delivery lifecycle, including test planning, automated deployments (CI/CD), and using monitoring tools to ensure system stability
• Skilled in creating clear, visually compelling design documents for diverse stakeholders
• Proven ability to lead discussions, influence decision-making, and advocate for best practices
• Strong written and verbal communication skills, with the ability to present complex technical concepts to both business and executive audiences
• High proficiency in English
• Ability to assess business objectives, propose solution options, and drive stakeholder alignment
• Ability to identify design inefficiencies, recommend optimizations, and drive customer transformation
• Provide data-driven insights on customer success stories and industry trends
• Passion for continuous learning and staying ahead of emerging technologies
• Strong knowledge of Salesforce Service Cloud features including Case Management, Omni-Channel Routing, Digital Engagement, Service Cloud Voice, Knowledge and Service Console
• Expertise with the core Salesforce technologies that underpin these Service Cloud features including Flow, Lightning Experience Pages and Salesforce Reporting
• Proficient in designing and managing data models, relationships (lookup/master-detail), validation rules, and data governance best practices
• Experience with data import/export strategies, deduplication, ETL tools, and integrating Salesforce with external systems via REST/SOAP APIs, middleware (MuleSoft, Informatica), and third-party connectors
• Expertise in role hierarchy, sharing rules, profiles, permission sets, and security configurations
• Proven ability to design scalable, high-performance architectures aligned with Salesforce best practices, including Large Data Volume (LDV) considerations
• Skilled in identifying and resolving common anti-patterns, including inefficient SOQL queries, improper bulk processing, excessive DML operations, and suboptimal sharing and security model configurations
• Hands-on experience with APEX programming, Visualforce, and Lightning Web Components (LWC)
• Ability to develop and optimize custom triggers, controllers, batch jobs, and asynchronous processing
• Familiarity with governor limits and best practices for efficient code execution
• Strong understanding of integrating Salesforce with other enterprise systems using APIs, middleware, and event-driven architectures
• Experience working with OAuth, Platform Events, External Objects, and tools like Salesforce Connect and Event Relay
• Preferred: Platform Developer 2, Certified Architect Credentials (Application and System Architect)
• Required: Salesforce Admin, Salesforce Advanced Admin, Service Cloud Consultant, Platform App Builder, Platform Developer 1