Salesforce Technical Lead & Architect – Salesforce Service Cloud

Job Title

Technical Lead & Architect – Salesforce Service Cloud

Job Location

Needham, MA(Onsite)

Job Description

Required Skills & Experience

• 10+ years of experience in Salesforce development, technical architecture, or enterprise CRM implementations.
• Extensive experience operating as a Senior or Lead Engineer on Salesforce Service Cloud, building at scale with Apex, Lightning Web Components (LWC), and Flow.
• Deep Service Cloud domain knowledge: case management, Omni-Channel routing, entitlements and milestones, email-to-case, knowledge, and the Service Console.
• Enterprise architecture experience designing Salesforce solutions across multiple business units or geographies, specializing in complex data models, sharing architectures, and large data volumes.
• Strong integration design skills: REST APIs, asynchronous processing (Queueable, Batch, scheduled jobs, Platform Events, Change Data Capture), error handling, retries, and reconciliation.
• Experience with enterprise integration and middleware platforms (e.g., Oracle Integration Cloud or equivalent).
• Deep understanding of platform constraints, governor limits, bulkification, and the Salesforce security model (handling customer personal data responsibly).
• Experience directing Salesforce Professional Services, systems integrators, or contractor teams, with a track record of successfully moving platform ownership in-house.
• Experience leading technical direction and developing engineers (formal management experience not required).
• Operational expertise in production monitoring, incident management, release governance, and CI/CD practices.
• Daily hands-on use of AI coding assistants (e.g., GitHub Copilot, Claude, Cursor, or Agentforce for Developers) with the judgment to know when AI output requires strict human verification.
• Clear written and verbal communication skills for technical teams, customer care operations, and business partners.

Strongly Preferred

• Experience with digital engagement platforms: Messaging for In-App and Web, Experience Cloud support sites, and multilingual setups.
• Proven experience integrating contact center platforms (CCaaS or telephony) directly with Service Cloud.
• Experience with Copado or a comparable Salesforce DevOps tool, automated testing, and release/rollback management.
• Track record of executing multi-region or multi-country customer service rollouts.
• Experience mentoring and growing engineers from mid-level to senior.
• Experience setting AI usage standards for a development team, establishing data-handling rules, and measuring AI's impact on delivery.

Nice to Have

• Salesforce Certifications: Service Cloud Consultant, Platform Developer II, or Architect credentials.
• Experience building or governing generative AI features on Salesforce, such as prompt templates, the Einstein Trust Layer, or Agentforce.
• Background working in consumer products or direct-to-consumer retail customer service.