Salesforce Solution Architect, ITSM
Core
Lead the design and delivery of enterprise Salesforce solutions focused on IT Service Management and customer service transformation.
Role type
Senior Salesforce Solution Architect (ITSM)
Builds
Enterprise Salesforce architectures integrating Service Cloud, Experience Cloud, Data Cloud, and Agentforce for ITSM and customer service.
Domain
IT Service Management (ITSM) / Salesforce Platform
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Salesforce Service Cloud architecture, Experience Cloud architecture, ITSM methodologies, ITIL frameworks, Salesforce declarative configuration, Apex, Lightning Web Components, web services, release management, multi-environment management, legacy system integration, end-to-end SDLC ownership, project management
Preferred skills
Experience Cloud solution architecture, Salesforce Service Cloud and Experience Cloud certifications
Technologies
Salesforce Service Cloud, Experience Cloud, Data Cloud, Agentforce, Apex, Visualforce, Lightning Web Components, AWS
Responsibilities
Translate business needs into scalable Salesforce solution designs; Architect solutions leveraging Salesforce Service Cloud, Experience Cloud, Data Cloud, and Agentforce; Apply ITSM and ITIL methodologies to service management solutions; Define detailed technical requirements and specifications; Lead vision and strategy discussions with business leadership; Manage project scope, delivery activities, timelines, and customer communications; Coordinate multiple Salesforce deployments, releases, environments, and integrations; Produce and maintain requirements, architecture, solution, training, and implementation documentation; Deliver or oversee end-user training to facilitate adoption; Collaborate with AI specialists to develop innovative solutions.
Seniority
Senior, hands-on IC with strategic ownership
