ConcentrixWe are seeking a Senior Salesforce Developer / Solution Architect with strong solution architecture responsibilities to lead the design and delivery of Salesforce Service Cloud and contact center solutions.
This role is ideal for a technically hands-on leader who thinks at the platform and system level, sets architectural direction, and ensures solutions align with both business goals and long-term scalability.
The ideal candidate operates as a self-directed architect-lead developer hybrid: equally comfortable defining solution patterns, reviewing designs, mentoring developers, and engaging directly with stakeholders to shape priorities and requirements.
Serve as architecture lead for Service Cloud and contact center initiatives.
Define and enforce solution patterns, development standards, and integration approaches.
Design scalable Salesforce solutions leveraging:
Service Cloud, Omni-Channel, Service Console
Flows, Apex, Lightning Web Components
Asynchronous processing and event-driven patterns
Evaluate tradeoffs between configuration, custom development, and integration.
Partner with enterprise and integration architects to ensure alignment with broader platform strategy.
Contact Center & Service Cloud Design
Architect end-to-end agent and constituent experiences across voice, chat, messaging, and case management.
Design routing strategies using Omni-Channel (skills, capacity, prioritization).
Support integrations with telephony/CTI, messaging platforms, analytics, and QA tools.
Ensure solutions support operational goals such as agent efficiency, service quality, and reporting accuracy.
Developer Enablement & Governance
Act as technical authority for Service Cloud development.
Lead code and design reviews, ensuring performance, security, and maintainability.
Mentor developers on Salesforce best practices, governor limits, and architectural patterns.
Proactively identify and address technical debt and platform risks.
Stakeholder Engagement & Communication
Partner closely with product owners, business leaders, and operations teams to:
Align on priorities and sequencing
Translate complex technical concepts into clear business language.
Produce and review artifacts such as:
Self-Directed Delivery & Execution
Operate with a high degree of independence, managing development and architectural decisions across multiple workstreams.
Influence backlog prioritization based on technical dependencies and risk.
Support agile ceremonies (planning, refinement, retrospectives) from a development and architectural perspective.
Collaborate with QA and release teams to ensure predictable, low-risk deployments.
6+ years of Salesforce experience with deep Service Cloud expertise.
Proven experience acting as a technical lead or solution architect
Strong hands-on knowledge of:
Apex, SOQL, asynchronous processing
Salesforce Flows and automation design
Experience designing solutions for contact centers or customer support operations.
Demonstrated ability to lead and mentor development teams
Excellent written and verbal communication skills with technical and non-technical audiences.
Experience working in Agile/Scrum delivery environments.
Bonus for experience in healthcare, non-profit, or donor/member-centric organizations.
Familiarity with regulated or compliance-driven environments (e.g., HIPAA-adjacent workflows, consent management).
Experience with Omni-Channel, Digital Engagement, or Service Cloud Voice.
Experience with CI/CD and release management tools (Copado, Gearset, Git).
Experience integrating Salesforce with external systems via REST APIs or middleware.
What Success Looks Like In This Role
You are the go-to subject matter expert for Service Cloud decisions.
Development teams align to consistent patterns and standards.
Stakeholders trust your guidance on scope, tradeoffs, and sequencing.
Contact center solutions are scalable, resilient, and agent-friendly.
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