Salesforce Architect

Job Role: Salesforce Architect\nExperience: 10+ Years\nLocation: Bangalore\n\nKey Responsibilities\nLead end-to-end solution architecture for large-scale Salesforce Service Cloud transformation programs.\nDefine scalable, global customer service operating models across multiple countries and service centers.\nDrive architecture and solution design for:\nCase Management\nOmni-Channel Service\nKnowledge Management\nContact Center Transformation\nCustomer Experience Modernization\nAI-assisted service operations\nCollaborate with business stakeholders, product owners, delivery teams, and enterprise architects to shape future-state service architecture.\nDesign integration architecture between Salesforce and enterprise systems including ERP, loyalty, booking, payment, inventory, and messaging platforms.\nArchitect AI-enabled customer service solutions leveraging Salesforce Agentforce and external AI platforms/services.\nProvide architectural guidance for phased migration from legacy CRM/contact center platforms to Salesforce.\nEnsure configuration-first, scalable, secure, and compliant solution design aligned with enterprise standards.\nSupport discovery workshops, process rationalization, solution blueprinting, and roadmap definition.\nDrive governance, best practices, and reusable architecture patterns across markets and regions.\n\nMandatory Skills\n10+ years of IT experience with significant experience in Salesforce architecture roles.\nStrong expertise in Salesforce Service Cloud architecture and enterprise implementations.\nProven experience in large-scale Customer Service / Contact Center transformation programs.\nExperience working with multi-country or global service delivery models.\nStrong design thinking and business transformation mindset.\nHands-on expertise in:\nOmni-Channel Routing\nCase Management\nKnowledge\nExperience Cloud\nService Console\nIntegrations & API-led architecture\nStrong understanding of Salesforce Agentforce capabilities and AI-assisted service operations.\nUnderstanding of integrating external AI services/platforms with Salesforce ecosystems.\nStrong stakeholder management and client-facing consulting capability.\nAbility to create scalable, future-ready enterprise solution blueprints.\nExperience in retail, travel retail, hospitality, aviation, or global customer operations environments is advantageous.