Solution Architect (Service Cloud)

Job Description

We are seeking an experienced Salesforce Solution Architect with deep expertise in Service Cloud to lead end-to-end solution architecture, design, and delivery. The ideal candidate will act as a bridge between business and technology, translating complex business requirements into scalable, high-quality Salesforce solutions, while driving technical excellence across delivery teams.

Responsibilities

Key ResponsibilitiesSolution Architecture & Design

• Own and drive end-to-end solution architecture for Salesforce Service Cloud implementations.
• Translate business requirements into scalable technical solutions aligned with best practices.
• Design solutions across Service Cloud, Omni-Channel Routing, Skill-Based Routing, Automated Case Assignment, and Einstein Bots.
• Define integration patterns, data models, security architecture, and performance optimization strategies.
  
  

Technical Leadership & Delivery

• Lead end-to-end Service Cloud project delivery (Design to Hypercare).
• Provide technical governance and ensure adherence to Salesforce best practices.
• Conduct architecture reviews, code reviews, and design validations.
• Identify and mitigate technical risks and dependencies.
  
  

Business Collaboration

• Work closely with stakeholders to understand business requirements and processes.
• Convert functional requirements into technical design documents (HLD/LLD).
• Provide solution options and recommendations to stakeholders.
  
  

Team Management & Enablement

• Manage and mentor development teams (Developers, QA, Analysts).
• Ensure clear technical handover of designs to development teams.
• Guide teams on implementation approach and coding standards.
• Conduct workshops and knowledge transfer sessions.
  
  

Governance & Communication

• Drive daily stand-ups, sprint reviews, and technical meetings.
• Report progress, risks, and dependencies to delivery leadership.
• Ensure alignment with delivery timelines, scope, and quality expectations.
  
  

Qualifications

Required Skills & Expertise

• Strong expertise in Salesforce Service Cloud, Omni-Channel Routing, Queue-Based Routing, Skill-Based Routing, Einstein Case Classification
• Experience in Case Management, SLA & Entitlements, Knowledge Management.
• Hands-on knowledge of Apex, Lightning (LWC/Aura), Flows, REST/SOAP integrations, data modeling.
  
  

Certifications

• Salesforce Service Cloud Consultant (Mandatory).
• Salesforce System Architect / Application Architect (Preferred).
• Platform Developer I & II.
• Additional certifications in Integration, AI/Einstein (Preferred).
  
  

Experience Required

• 15+ years of overall IT experience.
• 8+ years in Salesforce ecosystem.
• 5+ years in Solution Architect role.
• Experience delivering end-to-end Service Cloud implementations.
  
  

Key Competencies

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management.
• Leadership and ownership mindset.
  
  

About Us

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.