Associate Principal Salesforce Service Cloud Architect

Summary

Join Nagarro, a rapidly scaling Digital Product Engineering company, and become a key member of our team. As a Salesforce Service Cloud Architect, you will design and architect scalable Service Cloud solutions, aligning with business objectives. You will lead and mentor a team of Salesforce developers, administrators, and consultants, ensuring high-quality implementation and adherence to best practices. This role requires extensive experience in Salesforce Service Cloud, proven expertise in various Salesforce technologies, and specific certifications. You will collaborate with cross-functional teams and leverage your technical skills to optimize Service Cloud functionality and user experience. Nagarro is an equal opportunity employer committed to creating an inclusive environment.

Requirements

• Minimum 8+ years of Salesforce experience with a focus on Service Cloud
• Proven track record of designing and implementing end-to-end Service Cloud solutions
• Expertise in Apex, Visualforce, Lightning Web Components (LWC), and SOQL
• Strong knowledge of Salesforce Service Cloud features, including Omni-Channel, Case Management, Knowledge Base, Entitlements, and Milestones
• Experience with integration tools and APIs (e.g., REST/SOAP) and middleware platforms like MuleSoft
• Salesforce Certified Service Cloud Consultant (Must have)
• Salesforce Certified Application Architect/System Architect (Must Have)

Responsibilities

• Design and architect Salesforce Service Cloud solutions that align with business objectives and scalability needs
• Define the architecture for Service Cloud functionalities such as case management, Omni-Channel, Knowledge Base, Entitlements, and Milestones
• Ensure solutions adhere to Salesforce best practices, and meet security, scalability, and compliance standards
• Lead and mentor a team of Salesforce developers, administrators, and consultants
• Provide technical guidance and oversee the delivery of Service Cloud solutions
• Conduct code reviews to ensure high-quality implementation and adherence to best practices
• Work closely with business stakeholders to understand requirements and translate them into technical solutions
• Act as a trusted advisor, recommending Salesforce capabilities to enhance customer service operations
• Collaborate with cross-functional teams, including marketing, sales, and IT, to ensure seamless integration of Service Cloud with other systems
• Design and implement integrations between Salesforce and external systems using APIs, middleware (e.g., MuleSoft), and ETL tools
• Automate service workflows and processes using tools such as Flow, Process Builder, and Apex
• Monitor system performance and identify opportunities for improvement
• Implement best practices to optimize Service Cloud functionality and user experience
• Design and deliver advanced reports and dashboards to provide actionable insights for customer service teams
• Enable data-driven decision-making by leveraging Service Cloud analytics and reporting capabilities
• Conduct training sessions for users and team members to ensure the successful adoption of Service Cloud solutions
• Develop technical documentation and user guides for implemented solutions

Preferred Qualifications

• Salesforce Certified Platform Developer I/II (Preferred)
• Familiarity with DevOps tools such as Copado, Gearset, or Jenkins for deployment