Cloud Identity Architect

Title: Salesforce Service Cloud Architect (Contact Center Cloud)

Location: Remote Work

Job Description: We are seeking a Salesforce Service Cloud Architect to lead the solution design and technical architecture of enterprise Service Cloud implementations for global clients. This is a consulting, solution-side role requiring strong hands-on experience in contact center technologies, excellent communication skills, and the ability to translate business requirements into scalable Salesforce architectures.

Mandatory Certification: Salesforce Architect Certification

• Architect and design end-to-end Salesforce Service Cloud solutions, including case management, omni-channel, CTI, chat, messaging, and digital engagement.
• Own the Service Cloud technical architecture, providing hands-on leadership for Contact Centre Cloud implementations.
• Lead and deliver Contact Centre Transformation initiatives within the last 4 years, modernizing customer service platforms, processes, and agent experiences using Salesforce Service Cloud.
• Design scalable multi-org and multi-region Salesforce architectures with appropriate governance, security, and sharing models.
• Lead integrations with external systems using APIs, middleware, and event-driven architectures.
• Ensure strong data modelling, performance optimization, security, and compliance aligned with enterprise standards.
• Define architecture standards, best practices, and deployment strategies across Service Cloud programs.
• Design and guide analytics using Salesforce Reports, Dashboards, and CRM Analytics to support service operations.
• Act as a trusted advisor in client discussions, workshops, and design reviews, clearly articulating technical solutions to business and IT stakeholders.

• Proven experience as a Salesforce Service Cloud Technical Architect on large-scale, enterprise implementations.
• Strong hands-on experience with Contact Centre Cloud and omni-channel service solutions.
• Demonstrated experience leading Contact Centre Transformations in the last 4 years.
• Deep expertise in Salesforce core platform architecture (Service Cloud, Sales Cloud).
• Experience leading Service Cloud implementations or migrations from legacy contact centre or CRM platforms.
• Excellent verbal and written communication skills with strong client-facing exposure.
• Salesforce Architect Certification mandatory.

• Experience in the Education domain (student services, support portals, case management).
• Exposure to offline or mobile-first service solutions.

For applications and inquiries, contact: hirings@openkyber.com