Salesforce Service Cloud Architect

Description:

Kodeva LLC is urgently hiring a Salesforce Service Cloud Architect for one of its prestigious clients. This strategic role is ideal for a seasoned Salesforce expert who can act as a trusted advisor, aligning business objectives with Salesforce's technical capabilities. The successful candidate will lead initiatives for process optimization, system scalability, and user experience enhancement, driving both immediate and long-term value from the Salesforce Service Cloud platform.

Key Responsibilities:

Strategic Leadership:

• Collaborate with stakeholders to understand goals and challenges.

• Define and communicate a strategic vision for Salesforce Service Cloud optimization.

• Develop roadmaps that improve efficiency and align with business goals.

Business Process Optimization:

• Assess existing workflows and configurations.

• Recommend improvements and map them to out-of-the-box Salesforce functionalities.

• Minimize unnecessary customizations for long-term maintainability.

Technical Execution:

• Evaluate existing Salesforce implementation, data structures, and integrations.

• Design scalable, maintainable, best-practice solutions.

• Resolve performance issues and technical bottlenecks.

Stakeholder Engagement:

• Facilitate stakeholder workshops and feedback sessions.

• Communicate clearly across technical and business audiences.

• Support change management and user adoption initiatives.

Implementation and Delivery:

• Lead quick-win strategies to demonstrate rapid impact.

• Oversee deployment of long-term enhancements aligned with the strategic roadmap.

• Collaborate with cross-functional teams including IT, operations, and vendors.

Continuous Improvement:

• Set up feedback loops and KPIs to monitor performance.

• Propose scalable solutions for future enhancements.

• Maintain a continuous innovation mindset.

Qualifications:

Education & Experience:

• Bachelor's in Computer Science, IT, or related field (Master’s preferred).

• 7+ years in Salesforce architecture, with proven success in Service Cloud projects.

• Experience in Salesforce transformations and gap analyses.

Technical Proficiency:

• Expertise in Salesforce Service Cloud (Case Management, Omnichannel, Knowledge Base).

• Strong command of Flow, Process Builder, Apex, and Salesforce security model.

• Experience with API development, integrations, and data migration.

• Data Cloud experience is a plus.

Business Acumen & Soft Skills:

• Strong understanding of customer service operations and customer journey mapping.

• Excellent communication and stakeholder management skills.

• Ability to lead cross-functional discussions and deliver measurable business value.

Key Deliverables:

• Diagnostic report identifying gaps and optimization areas.

• Strategic roadmap with recommendations.

• Quick-win implementations and ongoing improvement strategy.