Salesforce Solution Architect, ITSM
Core
Design and deliver enterprise Salesforce ITSM solutions, integrating Service Cloud, Experience Cloud, and AI agents to optimize customer service workflows.
Role type
Senior Salesforce Solution Architect (ITSM)
Builds
End-to-end Service Cloud and Experience Cloud implementations, AI-powered service agents, and ITSM process improvements.
Domain
IT Service Management (ITSM) / Customer Service / Generative AI
Deliverable
production ML models | product features
Required skills
Salesforce Service Cloud architecture, Salesforce Experience Cloud design, ITSM/ITIL methodologies, ServiceNow implementation, Salesforce declarative configuration, Apex/VisualForce/LWC development, SDLC ownership, enterprise project management.
Preferred skills
Salesforce Experience Cloud solution architecture, Salesforce Service Cloud certification, Salesforce Experience Cloud certification, business process optimization using Salesforce.
Technologies
Salesforce Service Cloud, Salesforce Experience Cloud, Salesforce Data Cloud, Salesforce Agentforce, ServiceNow, Apex, VisualForce, Lightning Web Components, Web Services, AWS Bedrock, Anthropic, OpenAI.
Responsibilities
Facilitate business process reviews to identify customer requirements; Translate customer requirements into Salesforce design; Develop technical requirements and specifications; Drive best practice UX design; Manage project communications and oversee project completion; Lead vision and strategy discussions with leadership; Partner with AI teams to create innovative solutions.
Seniority
Senior, hands-on IC with strategic leadership