Salesforce Service Cloud Architect

Capgemini • Chicago, ND

2d • $101,140 - $182,624

About The Position

Capgemini is seeking a Salesforce Service Cloud Architect to join its DCX team and own detailed solution design for the Service track. The role combines customer service workflows, unified service data, and role-based analytics. The architect will design and guide Service Cloud capabilities and integrations, support digital engagement and voice initiatives, and work with related architecture and implementation teams. Expected deliverables include Service solution designs, channel and integration specifications, data activation designs, technical migration plans, and release-readiness assessments.

Requirements

• Salesforce Service Cloud architecture experience, including enterprise customer service or contact center implementations.
• Experience with digital channels, telephony integration, and service data models.
• Working knowledge of Data Cloud and Tableau integration.
• Strong security, integration, nonfunctional design, and production-readiness skills.

Nice To Haves

• Relevant Salesforce architecture or service consulting credentials.

Responsibilities

• Design Service Cloud capabilities and integrations to support tracking, billing, and customer interaction context.
• Develop solution designs for prioritized digital engagement, community, chat, and voice capabilities, including routing and agent workflows.
• Support the NICE-to-Salesforce Voice roadmap, including technical dependencies, pilot criteria, and transition planning.
• Collaborate with the Data Cloud Architect and Tableau team on data activation, service analytics, and governed access.
• Define technical controls for approved assisted-service capabilities, including agent guardrails, security, observability, and cutover readiness.
• Guide implementation teams and review designs against shared enterprise architecture standards.
• Produce Service solution designs, channel and integration specifications, data activation designs, technical migration plans, and release-readiness assessments.

Benefits

• Paid time off based on employee grade, including 12–25 vacation days depending on grade, company-paid holidays, personal days, and sick leave.
• Medical, dental, and vision coverage, or provincial healthcare coordination in Canada.
• Retirement savings plans, such as a 401(k) in the U.S. or RRSP in Canada.
• Life and disability insurance.
• Employee assistance programs.
• Other benefits as provided by local policy and eligibility.
• The role may be eligible for variable incentives, bonuses, or commissions, depending on the position and applicable laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed