Salesforce Service Cloud Solutions Architect

ZipStaff • Needham, MA

2d • Onsite

About The Position

ZipStaff is hiring a Salesforce Service Cloud Solutions Architect for a leading global consumer products company. The role serves as technical lead and architect for the Service Cloud platform supporting customer care across North America and EMEA. The architect owns the platform’s technical direction and architecture for case management, Omni-Channel routing, digital engagement, and self-service support sites; leads multi-region rollouts; and helps transition platform ownership to an in-house team. This is an approximately six-month, on-site W2 contract role in Needham, Massachusetts. Candidates must be local to the area.

Requirements

• At least 10 years of experience in Salesforce development, technical architecture, or enterprise CRM implementations.
• Senior- or lead-engineer experience with Service Cloud, Apex, Lightning Web Components, and Flow at scale.
• Deep knowledge of Service Cloud, including case management, Omni-Channel, entitlements and milestones, email-to-case, knowledge, and the Service Console.
• Enterprise architecture experience across multiple business units or geographies, including complex data models and large data volumes.
• Strong integration design skills, including REST APIs, Queueable, Batch, Platform Events, Change Data Capture, error handling, and reconciliation.
• Experience with middleware platforms such as Oracle Integration Cloud or equivalent.
• Experience directing Salesforce Professional Services, systems integrators, or contractor teams and transitioning platform ownership in-house.
• Operational expertise in monitoring, incident management, release governance, and CI/CD.
• Daily hands-on use of AI coding assistants, with the judgment to verify AI output.
• Ability to work on-site in Needham, Massachusetts; candidates must be local to the area.

Nice To Haves

• Experience with Messaging for In-App and Web, Experience Cloud support sites, and multilingual setups.
• Experience integrating CCaaS or telephony platforms with Service Cloud.
• Experience with Copado or a comparable Salesforce DevOps tool, automated testing, and release and rollback management.
• Salesforce certifications such as Service Cloud Consultant, Platform Developer II, or Architect credentials.
• Experience with generative AI on Salesforce, including prompt templates, Einstein Trust Layer, or Agentforce.
• Background in consumer products or direct-to-consumer retail customer service.

Responsibilities

• Own the technical direction for Service Cloud, including case management, Omni-Channel routing, entitlements and milestones, escalations, knowledge, and the agent experience.
• Set architecture standards for data models, sharing, security, and high case volumes within Salesforce governor limits.
• Own digital engagement channels, including email-to-case, in-app and web messaging, and Experience Cloud support sites.
• Lead multi-region rollouts covering languages, queues, routing, and regional processes through a configuration-driven model.
• Design and review integrations with contact center telephony, external helpdesk tools, quality management, and warranty services.
• Partner with the Order Management technical lead on order and warranty data contracts and shared releases.
• Hire, mentor, and develop Service Cloud engineers through code review, pairing, and design guidance.
• Direct partner delivery, review systems integrator and contractor work, and plan the handover to in-house engineers.
• Run production monitoring, release management, incident response, and root-cause analysis.
• Lead responsible, governed AI-assisted engineering practices and secure handling of personal data.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• 401(k) matching
• Paid time off
• Referral program

What This Job Offers

• Career Level: Senior
• Education Level: No Education Listed