Salesforce Architect - Service Cloud/Contact Center, Varanasi

Role Expectations Salesforce Service Cloud and Contact Center Design and implement best-in-class Salesforce-based call center solutions Optimize customer and agent experiences, workflows, and omnichannel processes using Salesforce tools such as Experience Cloud, Service Cloud, Voice, CPQ, BOTs, SMS, Online Sites, Order Management, Data Cloud, Einstein/Gen AI, and Unified KnowledgeEnsure seamless omnichannel, end-to-end customer and agent experience across the contact center Leadership Lead and mentor a team of Salesforce practitioners Ensure alignment with Salesforce best practices and standards Solution Design Participate in pre-sales meetings and sales opportunitiesCreate scalable and client-aligned solutions, estimate effort, and present proposals Lead requirements definition and solution design workshops Map business requirements to functional/technical solutions using out-of-the-box and custom Salesforce features Prepare solution blueprints and gap analysisProject Delivery Oversee the full lifecycle of Salesforce solution implementation Guide business process design, system build, testing, and deployment Validate technical depth and assign correct resources Manage demos, UAT sessions, and ensure client satisfaction Architect scalable, secure, and performance-driven solutionsHandle configurations, customizations, security models, and user setup Manage documentation of data mapping, workflows, and process improvements Lead Salesforce integration with external systems using APIs and middleware Utilize Einstein/Gen AI for insights and automation Industry Knowledge Apply domain-specific expertise to build industry-relevant Salesforce solutionsCustomize Salesforce to meet sectoral regulations and compliance needs Stay informed on industry trends and leverage Salesforce Industry Cloud Continuous Improvement and Innovation Keep up with Salesforce releases and recommend upgrades or enhancements Innovate and implement improvements for new and existing Salesforce environmentsDeliver user training and ongoing client/team support Documentation Maintain detailed and updated documentation for solutions and implementations Ensure proper knowledge transfer for long-term sustainability Qualifications 7+ years of experience with Salesforce implementations 10+ years in enterprise software application deliveryExpertise in Salesforce Service Cloud and contact center design Strong integration knowledge across systems and middleware Industry experience in finance, healthcare, retail, tech, or other sectors Experience with Salesforce Einstein and Gen AI features (preferred) Education Bachelor's degree in Computer Science, IT, or related fieldSalesforce Certifications Salesforce Administrator (required) Salesforce Service Cloud (required) Experience Cloud (preferred) Data Cloud (preferred) Architect-level certifications for Contact Center (preferred) Soft Skills Strong leadership and mentoring abilities Excellent problem-solving and analytical thinkingClear and effective communication and collaboration skills Team-oriented mindset with attention to quality and detail Experience working in Agile/Scrum environments