Salesforce Service Cloud & Agentforce Technical Architect

Key Responsibilities:

• Lead end-to-end technical architecture for Salesforce Service Cloud and Agentforce implementation workstreams.
• Define target-state architecture covering Service Cloud, Agentforce, integration patterns, security model, data model, environment strategy and operational readiness.
• Design scalable Service Cloud capabilities including Case Management, Omni-Channel, Knowledge, Entitlements, Digital Engagement, automation and AI-assisted service journeys.
• Provide hands-on architecture guidance for Agentforce agents, topics, actions, prompts, grounding, service workflows, escalation paths and human hand-off patterns.
• Define enterprise DevOps strategy across Azure DevOps Boards, Repos, Pipelines, release governance, environment management and deployment automation.
• Establish Trunk-Based Development practices, branching policies, pull request governance, automated quality gates and rollback controls.
• Design and govern CI/CD pipelines using Salesforce DX, Azure DevOps, Git and relevant Salesforce deployment tooling such as Copado or Gearset.
• Review and approve technical designs, integration specifications, code quality standards, test automation approach and release plans.
• Drive non-functional design for performance, resilience, security, observability, compliance, maintainability and platform limits.
• Mentor technical leads and developers, resolve complex design issues and support production release readiness, cutover and post-deployment assurance.

Key Skills:

• Advanced understanding of Apex, Lightning Web Components, Flows, Platform Events, REST/SOAP APIs, Salesforce data modelling and integration patterns.
• Expert-level Salesforce Service Cloud architecture and implementation capability in enterprise environments.
• Strong hands-on Agentforce implementation skills including agent configuration, prompt design, actions, topics, grounding, orchestration and service workflow validation.
• Strong Azure DevOps expertise covering Boards, Repos, Pipelines, Test Plans, release management and deployment governance.
• Deep understanding of CI/CD automation, automated quality gates, release approvals, environment management, versioning and rollback strategy.
• Hands-on knowledge of Git, Salesforce DX, Copado, Gearset or equivalent deployment automation frameworks.
• Practical understanding of DevSecOps controls, secure configuration, permission models, sharing, compliance and platform-limit management.
• Excellent communication, architecture documentation, technical governance, mentoring and problem-solving skills.
• Desirable: Salesforce Certified Technical/Application/System Architect, Service Cloud Consultant or AI Specialist certification; Service Cloud Voice, Data Cloud, Einstein/AI or MuleSoft exposure.

Experience Required:

• Extensive technology delivery experience with strong hands-on Salesforce implementation background (equivalent to 12+ years overall, 8+ years hands-on Salesforce).
• Expert-level Salesforce Service Cloud architecture experience in enterprise environments.
• Proven experience defining and implementing Trunk-Based Development practices for enterprise Salesforce delivery.
• Strong track record designing and governing CI/CD automation, environment management and rollback strategy.
• Experience in retail, eCommerce or high-volume contact centre transformation programmes is desirable.