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Technical Solution Architect - Salesforce Service Cloud

IT Shoulders, Inc.
  • Allen, Texas
  • Instant Apply
30+ days ago

Job Description

Technical Solution Architect -Salesforce Service Cloud

POSITION SUMMARY:
We are seeking a highly technical, hands-on Salesforce Service Cloud Technical Architect to lead the architecture, development, and telephony integration of our customer service platform. This is a deep engineering role: the successful candidate will spend a significant portion of their time writing and reviewing production-grade code while owning the end-to-end technical design of Service Cloud solutions integrated with cloud telephony (CTI) — preferably Amazon Connect / Service Cloud Voice — and modern AWS services.
Beyond core platform work, this role is responsible for building AI-powered service experiences on Salesforce (Einstein / Agentforce and externally hosted LLMs), standing up and configuring Salesforce MCP (Model Context Protocol) servers to safely expose Salesforce data and actions to AI agents, and directly managing a team of developers — setting technical direction, allocating work, and being accountable for the team's delivery and quality.

Responsibilities: 
Hands-On Development & Technical Architecture (40%):
  • Personally design and write complex, production-grade Apex (classes, triggers, batch, queueable, scheduled, and future/async patterns), Lightning Web Components, and SOQL/SOSL — this role codes daily and is expected to set the coding bar for the team.
  • Own the end-to-end technical architecture for Service Cloud initiatives, from requirements through deployment, including data model, integration design, and scalability for large data volumes.
  • Enforce test-driven development, high Apex test coverage, secure coding practices, and strict adherence to Salesforce governor limits and platform performance standards.
  • Build and maintain complex integrations using REST/SOAP APIs, Platform Events, callouts, streaming, and middleware.
  • Design automation with Flow Builder and custom business logic, and lead technical-debt reduction and refactoring efforts.

CTI & Telephony Integration (20%):
  • Design, implement, and support Computer Telephony Integration (CTI) on Service Cloud, preferably using Amazon Connect and Salesforce Service Cloud Voice.
  • Build and maintain call flows, softphone integrations, screen pops, omni-channel routing, real-time transcription, and call-recording integrations.
  • Integrate telephony events and contact data between Amazon Connect and Salesforce, ensuring reliability, low latency, and accurate reporting.
  • Troubleshoot production voice/CTI issues across the Salesforce and AWS boundary.

AI Integration & MCP Configuration (20%):
  • Design and build AI-powered service experiences using Salesforce AI (Einstein for Service, Agentforce, Prompt Builder, Einstein Trust Layer) and/or externally hosted LLMs invoked via API.
  • Configure, deploy, and secure Salesforce MCP (Model Context Protocol) servers to expose Salesforce data, objects, and actions to AI agents and copilots in a governed, permissioned way.
  • Implement grounding, retrieval, prompt orchestration, guardrails, and monitoring for AI features, with strong attention to data security and the Einstein Trust Layer / equivalent controls.
  • Build proof-of-concepts and production integrations that connect Salesforce, AWS AI services, and LLM providers.

Team Leadership & Developer Management (20%):
  • Directly manage a team of Salesforce developers — assign and prioritize work, set technical direction, review code, and hold the team accountable for quality and delivery.
  • Own performance management, mentoring, career development, and technical hiring for the development team.
  • Establish and enforce development best practices, coding standards, branching strategy, and documentation.
  • Partner with product managers, business analysts, QA, and support teams; drive refinement, estimation, sprint planning, release planning, and post-release validation.
  • Communicate technical trade-offs, risks, and timelines clearly to both technical and non-technical stakeholders.

Required Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
  • 7+ years of hands-on Salesforce development experience, with at least 4 years focused on Service Cloud and a demonstrable record of writing complex production code (this is not a hands-off role).
  • Expert-level proficiency in Apex, Lightning Web Components, asynchronous/batch processing, and SOQL/SOSL, including performance tuning and governor-limit optimization.
  • Proven, hands-on experience implementing CTI on Service Cloud, preferably Amazon Connect and/or Salesforce Service Cloud Voice.
  • Hands-on experience with a modern AWS technology stack (e.g., Lambda, API Gateway, S3, EventBridge, DynamoDB, CloudWatch, IAM, and Amazon Connect).
  • Experience building AI integrations with Salesforce (Einstein / Agentforce, Prompt Builder, or LLM-backed features via API).
  • Experience configuring and securing MCP (Model Context Protocol) servers for Salesforce, or strong, demonstrable ability to do so.
  • Experience managing or leading a team of developers, including code review, work allocation, and delivery accountability.
  • Strong DevOps discipline: Git, CI/CD pipelines (Jenkins, GitHub Actions, or equivalent), and automated testing.
  • Excellent written and verbal communication skills.

Preferred Qualifications:
  • Salesforce certifications, especially Platform Developer II, plus Service Cloud Consultant, Application/System Architect, or AI Specialist.
  • AWS certifications (e.g., Solutions Architect, Developer Associate).
  • Experience with Salesforce MIAW (Messaging for In-App and Web), CTI adapters, and Service Cloud Voice partner telephony.
  • Hands-on experience with LLM providers (e.g., Anthropic Claude, OpenAI, Amazon Bedrock) and agentic/tool-calling patterns.
  • Web development skills (JavaScript, TypeScript, HTML5, CSS3, React).
  • Experience with agile methodologies and project management tooling.
  • Contact center / customer service domain experience.
  • Familiarity with enterprise integration platforms (MuleSoft, Dell Boomi) and data migration/ETL tooling.

Required Skills & Abilities:
Technical Expertise (Deep, Hands-On):
  • Expert command of Apex, LWC, Aura, triggers, batch/queueable/scheduled/async patterns, and Lightning App Builder.
  • Deep understanding of Service Cloud: case management, knowledge, omni-channel, service console, and Service Cloud Voice.
  • Strong knowledge of the Salesforce security model — sharing rules, profiles, permission sets, field-level security — applied to both platform features and AI/MCP access.
  • Solid data modeling skills, including custom objects, relationships, and large-data-volume considerations.

CTI, AWS & AI:
  • Practical experience integrating Salesforce with Amazon Connect for voice, routing, transcription, and recording.
  • Working knowledge of core AWS services and event-driven, serverless architecture patterns.
  • Ability to design AI features responsibly: grounding, prompt orchestration, guardrails, evaluation, and monitoring, with strong data-security controls.
  • Ability to configure Salesforce MCP servers and expose scoped, governed tools/actions to AI agents.

Integration & Architecture:
  • Proven ability to design and implement complex integrations using REST/SOAP APIs, Platform Events, callouts, and middleware.
  • Understanding of enterprise architecture patterns for scalable, resilient solutions.
  • Experience with data migration strategies, ETL processes, and data quality management.

Leadership & People Management:
  • Demonstrated ability to lead and manage developers, set technical direction, and drive delivery.
  • Strong mentoring, code-review, and knowledge-transfer skills.
  • Excellent stakeholder communication and analytical problem-solving.

Project Management:
  • Experience with Scrum/Kanban and agile tooling.
  • Ability to estimate effort, manage timelines, and coordinate deliverables across multiple priorities.
  • Experience with change management and release management in enterprise environments.

Numbers & Facts

LocationAllen, Texas

Skills

  • AWS Lambdaunmatched
  • Agile Programming Methodologiesunmatched
  • Amazon Simple Storage Service (S3)unmatched
  • Amazon Web Services (AWS)unmatched
  • Analysis Skillsunmatched
  • Application Buildersunmatched
  • Application Programming Interface (API)unmatched
  • Artificial Intelligence (AI)unmatched
  • Artificial Intelligence (AI) Agentsunmatched
  • Automationunmatched
  • Best Practicesunmatched
  • Business Analysisunmatched
  • CSS (Cascading Style Sheet)unmatched
  • Call Centersunmatched
  • Career Developmentunmatched
  • Case Managementunmatched
  • Change Managementunmatched
  • Cloud Applicationsunmatched
  • Cloud Architectureunmatched
  • Cloud Computingunmatched
  • Code Reviewsunmatched
  • Coding Standardsunmatched
  • Communication Skillsunmatched
  • Computer Scienceunmatched
  • Computer Telephony Integration (CTI)unmatched
  • Consultingunmatched
  • Continuous Deployment/Deliveryunmatched
  • Continuous Integrationunmatched
  • Customer Support/Serviceunmatched
  • Data Managementunmatched
  • Data Migrationunmatched
  • Data Modelingunmatched
  • Data Processingunmatched
  • Data Qualityunmatched
  • Database Extract Transform and Load (ETL)unmatched
  • Dell Computersunmatched
  • DevOpsunmatched
  • Documentationunmatched
  • Enterprise Architectureunmatched
  • Establish Prioritiesunmatched
  • Gitunmatched
  • GitHubunmatched
  • HTML5unmatched
  • Identify Issuesunmatched
  • Information Technology & Information Systemsunmatched
  • Information/Data Security (InfoSec)unmatched
  • Internet Applicationunmatched
  • JavaScriptunmatched
  • Jenkinsunmatched
  • Kanbanunmatched
  • Knowledge Transferunmatched
  • Leadershipunmatched
  • MCP - Microsoft Certified Professionalunmatched
  • Machine Toolunmatched
  • Mentoringunmatched
  • Middlewareunmatched
  • Migration Strategyunmatched
  • Multitaskingunmatched
  • People Managementunmatched
  • Performance Managementunmatched
  • Performance Tuning/Optimizationunmatched
  • Presentation/Verbal Skillsunmatched
  • Problem Solving Skillsunmatched
  • Project Management Softwareunmatched
  • Project/Program Managementunmatched
  • Proof of Conceptunmatched
  • Quality Assuranceunmatched
  • Quality Managementunmatched
  • REST (Representational State Transfer)unmatched
  • React.jsunmatched
  • Refactoringunmatched
  • Release Management/Engineeringunmatched
  • SOAP (Simple Object Access Protocol)unmatched
  • Salesforce.comunmatched
  • Screen Popsunmatched
  • Scrum Project Management and Software Developmentunmatched
  • Secure Codingunmatched
  • Software Engineeringunmatched
  • Sprint Planningunmatched
  • Standards Strategyunmatched
  • System Architectureunmatched
  • Systems Administration/Managementunmatched
  • Team Lead/Managerunmatched
  • Technical Leadershipunmatched
  • Technical Recruitingunmatched
  • Technical/Engineering Designunmatched
  • Telephonyunmatched
  • Test Automationunmatched
  • Test Driven Development (TDD)unmatched
  • Testingunmatched
  • Time Managementunmatched
  • Web Programmingunmatched
  • Writing Skillsunmatched

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