Service Cloud - Architect at NTT DATA

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

09 Mar, 26

Salary

0.0

Posted On

09 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Salesforce Service Cloud, Experience Cloud, Integration Patterns, API-led, Event-driven, Real-time, Batch, Middleware, Service Console Optimization, Automation, Telephony Integration, Customer Portals, LWC, Apex, MuleSoft, Data Governance, Security Compliance

Industry

IT Services and IT Consulting

Description

Architecture & Strategy Own the end-to-end solution architecture for Salesforce Service Cloud & Experience Cloud implementations. Define and enforce integration patterns (API-led, event-driven, real-time, batch, middleware-based). Align Salesforce architecture with enterprise integration strategy, security policies, and compliance frameworks. Partner with enterprise architects and business leaders to ensure scalable and future-ready CRM solutions. Service Cloud Architect solutions for case management, omni-channel routing, knowledge base, and digital engagement. Ensure agent productivity through Service Console optimization and automation (Flows, Einstein Bots, Macros). Integrate Service Cloud with telephony, chat, and external ticketing/workforce systems. Design and oversee customer/partner portals with secure authentication, role-based access, and self-service capabilities. Define integration patterns between portals and backend systems (case deflection, deal registration, order tracking). Provide guidance on LWC/Apex/branding customization while ensuring performance optimization. Integration Architect integrations using REST/SOAP APIs, Streaming APIs, Platform Events, External Services. Leverage middleware (MuleSoft preferred, or Boomi/Informatica/Dell Boomi) for enterprise integration. Define and implement SSO, OAuth, JWT, and Identity Federation strategies for unified access. Ensure data quality, synchronization, and governance across Salesforce and external systems (ERP, Core Banking, Legacy). Act as a design authority, reviewing and approving solution blueprints. Mentor developers, consultants, and admins on integration best practices. Collaborate with security, DevOps, and compliance teams to ensure adherence to standards. 10+ years in Salesforce ecosystem, with 4+ years as an Integration/Solution Architect. Proven expertise in Service Cloud (Case Mgmt, Omni-Channel, Knowledge, Service Console). Strong Experience Cloud knowledge: portals, access management, customization (LWC, Apex, Flows). Hands-on expertise with integration patterns, APIs, event-driven architectures, middleware (MuleSoft preferred). Deep understanding of Salesforce security models, SSO, Identity & Access Management. Application/System Architect (big plus) Exposure to AWS, Azure, or GCP cloud services for hybrid architectures. Familiarity with Service Cloud Voice (Amazon Connect / Genesys). Experience with Einstein AI, Tableau CRM (Analytics), and Marketing Cloud. Knowledge of regulatory compliance (GDPR, HIPAA, PCI DSS, SOC2) for enterprise clients."

Responsibilities

Own the end-to-end solution architecture for Salesforce Service Cloud and Experience Cloud implementations. Ensure agent productivity through Service Console optimization and automation while integrating with various systems.