Salesforce Service Cloud & Field Service Solution Architect

About this role

We are looking for a technically skilled architect who has evolved into a functional solution architect, seamlessly bridging deep Salesforce platform expertise with business process understanding to deliver scalable, user-focused solutions.

Experienced Salesforce professional with a strong background as a Business Systems Analyst, Technical Architect, Service Cloud SME, Field Service Lightning SME, and Salesforce developer. Demonstrated ability to translate business needs into scalable Salesforce solutions, lead end-to-end solution design, optimize service operations, and deliver enterprise-grade CRM capabilities across multiple industries. Skilled in stakeholder engagement, requirements analysis, architecture design, configuration, custom development, integration, automation, deployment, and production support.

Core Competencies

· Business Systems Analysis: requirements gathering, process mapping, gap analysis, user stories, acceptance criteria, UAT support, and stakeholder alignment.

· Technical Architecture: scalable solution design, data modeling, security model design, integration patterns, governance, and technical documentation.

· Service Cloud SME: case management, omnichannel routing, entitlement management, milestones, knowledge, email-to-case, web-to-case, service console, and support automation.

· Field Service Lightning SME: work orders, service appointments, scheduling, dispatch, mobile workforce enablement, asset/service territory models, and technician productivity improvement.

· Salesforce Development: Apex, Lightning Web Components, Flows, validation rules, triggers, SOQL, REST/SOAP APIs, asynchronous processing, and custom automation.

· Industry Expertise: energy, utilities, manufacturing, services, sales operations, customer support, field service, quality, and enterprise IT operations.

Salesforce Platform Expertise

· Salesforce Clouds: Service Cloud, Field Service, Sales Cloud, Experience Cloud, and platform customization.

· Automation & Configuration: Flow Builder, Process Builder, Workflow Rules, Approval Processes, Assignment Rules, Escalation Rules, and Dynamic Forms.

· Development: Apex classes, triggers, batch Apex, scheduled jobs, Lightning Web Components, Aura components, Visualforce, SOQL, SOSL, and custom metadata.

· Integration: Salesforce APIs, middleware integrations, external system connectivity, data synchronization, error handling, and API governance.

· Security & Governance: profiles, permission sets, sharing rules, role hierarchy, field-level security, session settings, audit readiness, and access control.

· DevOps & Delivery: release planning, change management, deployment coordination, sandbox management, Jira tracking, regression testing, and production support.

Professional Experience Highlights

· Partner with business teams to analyze complex processes, define functional requirements, document user stories, and design Salesforce solutions aligned with operational goals.

· Architect scalable Service Cloud and Field Service solutions to enhance case resolution, field workforce productivity, customer support visibility, and service lifecycle management.

· Design and implement Salesforce automation using Flows, Apex, validation rules, approval processes, and custom logic to reduce manual effort and improve data quality.

· Lead cross-functional discussions with business, support, sales operations, QA, and IT teams to translate business requirements into secure, maintainable, and high-performing Salesforce solutions.

· Manage solution design across integrations, data models, security, reporting, and deployment readiness, ensuring alignment with enterprise architecture standards.

· Support end-to-end delivery, including requirement clarification, technical design, development, unit testing, UAT support, release coordination, change requests, and post-production support.

· Provide SME guidance for Service Cloud features such as service console productivity, case routing, entitlement processes, knowledge management, SLA tracking, and support workflows.

· Provide SME guidance for Field Service features including work order lifecycle, scheduling, dispatch, service appointments, technician mobile experience, territories, and operational reporting.

Technical Skills Required

Salesforce Development Apex, Triggers, Batch Apex, SOQL, SOSL, LWC, Aura, Visualforce, Custom Metadata, Debugging

Architecture Solution Design, Technical Design, Data Modeling, Integration Patterns, Security, Scalability, Governance, DEVOPS - CI/CD process

Service Cloud Case Management, Omni-Channel, Entitlements, Milestones, Knowledge, Service Console, Email-to-Case

Field Service Work Orders, Service Appointments, Scheduling, Dispatch, Mobile App, Territories, Assets, Preventive Maintenance

Integration REST APIs, SOAP APIs, Middleware, External Systems, Error Handling, Data Sync, API Monitoring

Delivery Tools Jira, qTest, Gearset, Data Loader, Workbench, Change Sets, Sandbox Management, Agile Delivery

Business Analysis & Leadership Strengths

· Strong ability to understand business pain points and convert them into practical Salesforce solutions.

· Experienced in facilitating workshops, documenting functional and technical requirements, and aligning multiple stakeholders.

· Skilled at balancing business priorities with platform scalability, maintainability, security, and long-term supportability.

· Comfortable working across global teams, business units, technical teams, QA, release management, and production support groups.

· Excellent written and verbal communication skills, with significant experience preparing leadership updates, solution documentation, and project status summaries.

Industry Experience

· Energy and Utilities: service operations, field execution, support processes, workforce coordination, and asset lifecycle visibi

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