Job Title: Salesforce Service Cloud Solutions Architect
Location: Needham, MA (On-site)
Employment Type: W2 Contract
About the Opportunity:
ZipStaff is hiring a Salesforce Service Cloud Solutions Architect for our client, a leading global consumer products company, to serve as Technical Lead and Architect for its Service Cloud platform supporting customer care across North America and EMEA. You will own the architecture behind case management, Omni-Channel routing, digital engagement and self-service support sites, lead multi-region rollouts and help transition platform ownership to an in-house team. This is an approximately 6-month contract role.
What You'll Do:
- Own the technical direction for Service Cloud, including case management, Omni-Channel routing, entitlements and milestones, escalations, knowledge and the agent experience.
- Set architecture standards for data models, sharing, security and high case volumes within governor limits.
- Own digital engagement channels, including email-to-case, in-app/web messaging and Experience Cloud support sites.
- Lead multi-region rollouts (languages, queues, routing and regional processes) through a configuration-driven model.
- Design and review integrations with contact center telephony, external helpdesk tools, quality management and warranty services.
- Partner with the Order Management tech lead on order and warranty data contracts and shared releases.
- Hire, mentor and grow Service Cloud engineers through code review, pairing and design guidance.
- Direct partner delivery, review SI/contractor work and plan the handover to in-house engineers.
- Run production monitoring, release management, incident response and root-cause analysis.
- Lead responsible, governed AI-assisted engineering practices and secure handling of personal data.
Required Qualifications:
- 10+ years of experience in Salesforce development, technical architecture or enterprise CRM implementations.
- Senior or lead engineer experience on Service Cloud with Apex, Lightning Web Components and Flow at scale.
- Deep Service Cloud knowledge: case management, Omni-Channel, entitlements and milestones, email-to-case, knowledge and the Service Console.
- Enterprise architecture experience across multiple business units or geographies, including complex data models and large data volumes.
- Strong integration design skills: REST APIs, Queueable, Batch, Platform Events, Change Data Capture, error handling and reconciliation.
- Experience with middleware platforms such as Oracle Integration Cloud or equivalent.
- Experience directing Salesforce Professional Services, SIs or contractor teams and moving platform ownership in-house.
- Operational expertise in monitoring, incident management, release governance and CI/CD.
- Daily hands-on use of AI coding assistants with the judgement to verify AI output.
- Ability to work on-site in Needham, MA; candidates must be local to the area.
Preferred Qualifications:
- Experience with Messaging for In-App and Web, Experience Cloud support sites and multilingual setups.
- Experience integrating CCaaS or telephony platforms with Service Cloud.
- Copado or a comparable Salesforce DevOps tool, automated testing and release/rollback management.
- Salesforce certifications such as Service Cloud Consultant, Platform Developer II or Architect credentials.
- Experience with generative AI on Salesforce (prompt templates, Einstein Trust Layer or Agentforce).
- Background in consumer products or direct-to-consumer retail customer service.
Benefits:
- Health Insurance.
- Dental Insurance.
- Vision Insurance.
- 401(k) + 401(k) matching.
- Paid time off.
- Referral Program.
About ZipStaff:
ZipStaff connects skilled technology professionals with leading organizations across the United States, matching top talent with impactful contract and full-time opportunities.
To apply, submit your resume through this posting. Qualified candidates will be contacted by a ZipStaff recruiter.