Ideal Candidate: A hands-on Salesforce Architect capable of building scalable customer service and order management solutions integrated with SAP while enabling Customer 360, workflow automation, and operational excellence.
Preferred Certifications
· Salesforce Application Architect
· Salesforce System Architect
· Service Cloud Consultant
· Integration Architect
· CTA (Preferred)
Job Summary
Seeking an experienced Salesforce Architect with strong expertise in Service Cloud, Order Management, and SAP Integration to lead the design and implementation of enterprise-scale customer service and order fulfillment solutions. The ideal candidate will drive solution architecture, customer service transformation, workflow automation, and end-to-end order lifecycle management.
Key Responsibilities
· Design and own Salesforce Service Cloud and Order Management architecture.
· Lead implementation of Case Management, Omni-Channel, Knowledge Management, SLA Management, and Customer 360 solutions.
· Design end-to-end order processes including order capture, validation, orchestration, fulfillment tracking, and exception management.
· Define integration architecture between Salesforce, SAP ECC/S/4HANA, and other enterprise applications.
· Lead solution workshops, architecture reviews, and technical governance.
· Provide guidance to development teams and ensure adherence to Salesforce best practices.
Required Skills
· Salesforce Service Cloud
· Salesforce Order Management (SOM)
· Experience Cloud
· Apex, Lightning Web Components (LWC), Flows
· REST/SOAP APIs
· SAP ECC / S/4HANA Integration
· MuleSoft or other middleware platforms
· Enterprise & Solution Architecture
Qualifications
· 12+ years of IT experience with 5+ years in Salesforce Architecture.
· Strong experience delivering Service Cloud and Order Management solutions.
· Proven expertise in Salesforce-SAP integrations.
· Experience leading global transformation programs and stakeholder engagements.