Principal Salesforce Architect

Infosys LTD•Los Angeles, CA

34d

About The Position

Infosys is seeking a highly experienced Salesforce Technical Architect with deep expertise in Agentforce (Service Cloud & Agent Workspace) to lead the design and implementation of scalable customer service solutions. In this role you will be architecting end-to-end experiences across channels using Salesforce's service capabilities, ensuring technical excellence and alignment with business goals.

Requirements

11+ years of Salesforce experience, with at least 3+ years as a Technical Architect.
Proven experience with Data or Service Cloud and Agentforce / Agent Workspace.
Deep understanding of Omni-Channel routing, Einstein Bots, Voice, and Live Chat.
Experience in Case Lifecycle Management, Macros, Quick Text, and productivity tools.
Strong knowledge of Salesforce APIs, Apex, Lightning Web Components (LWC).
Familiarity with Salesforce Data Model, Security, and Sharing rules.
Excellent communication, presentation, and stakeholder management skills.
Salesforce Application Architect or System Architect certification required; CTA is a strong plus.
Salesforce Certified Service Cloud Consultant
Salesforce Certified Application Architect / System Architect

Nice To Haves

Experience with Salesforce Knowledge, Next Best Action, and Einstein Case Classification.
Background in Contact Center Technology (CTI) and voice platform integrations.
Agile project experience and familiarity with DevOps tools like Copado or Gearset.
Experience working in regulated environments (e.g., healthcare, financial services) is a plus.
Salesforce Certified Technical Architect (CTA)
Salesforce Certified Omni Studio Developer / Consultant

Responsibilities

Lead the architecture, design, and delivery of Salesforce Agentforce solutions including Data Cloud, Service Cloud, Omni-Channel, Voice, Live Agent, and Einstein AI features.
Translate complex business requirements into scalable, secure, and maintainable technical solutions.
Provide thought leadership and best practices in architecting solutions with Agent Console, Knowledge Base, and Case Management.
Design integrations between Salesforce and external systems (CTI, chatbots, third-party knowledge bases, etc.).
Guide and mentor Salesforce developers, admins, and business analysts.
Define and enforce Salesforce coding and configuration standards.
Conduct architecture reviews and ensure alignment with enterprise architecture.
Support pre-sales and proposal efforts with solution design and technical estimations.
Collaborate with stakeholders to ensure roadmap alignment and value realization.