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About the Role
We are seeking a highly experienced Salesforce Service Cloud Architect to lead the end-to-end design and delivery of a new global Salesforce Service Cloud platform. This is a hands-on Solution/Technical Architect role responsible for defining enterprise architecture, guiding regional teams, establishing best practices, and building a scalable foundation for a multi-region rollout.
The ideal candidate has successfully led global Service Cloud implementations, possesses deep hands-on technical expertise, and can architect, govern, and oversee delivery while enabling teams to build a world-class customer service solution.
Key Responsibilities
Architecture & Solution Design:
- Lead the architecture, blueprinting, and technical design for a greenfield global Service Cloud implementation.
- Architect a single global Salesforce instance with scalable regional configurations (NA, EMEA, LATAM, APAC).
- Translate business requirements into a robust, future-ready solution across Case Management, Automation, Agent Productivity, and Omni-Channel.
- Design and integrate Voice Cloud, AI/Agentforce, Data Cloud, and automation frameworks into the overall architecture.
- Ensure high performance, data integrity, and compliance across multiple geographies and regulatory environments.
Technical Leadership:
- Serve as the architectural authority for the end-to-end program.
- Define guardrails, patterns, reference architectures, and technical standards.
- Collaborate with development teams to ensure alignment with architectural design
- Conduct design reviews and provide mentorship to Admins, Developers, and Integration teams.
- Establish foundational components such as data models, security frameworks, case workflows, and routing logic.
Global Implementation & Governance:
- Build a global governance model that promotes consistency while enabling regional flexibility.
- Partner with regional business and IT teams to gather localized requirements and map them to global architecture.
- Drive rollout strategy, release sequencing, deployment governance, and org management practices.
Migration & Integration:
- Define strategy and architecture for migrating cases and related data from legacy platforms.
- Oversee integration patterns leveraging MuleSoft, Jitterbit, and REST APIs.
- Ensure seamless integration between Service Cloud, Voice Cloud, AgentForce, and Data Cloud
Requirements
Core Salesforce Expertise
10+ years in the Salesforce ecosystem, including 5+ years as a Solution or Technical Architect.
Must have: proven experience leading global Salesforce Service Cloud implementations.
Deep expertise in:
Service Cloud (Case Management, Omni-Channel, Digital Engagement, Knowledge, Entitlements)
Voice Cloud / Voice implementations
AI + Agentforce integrations
Salesforce Data Cloud
Automation Frameworks (Flows, Orchestrator)
Technical Experience
Strong understanding of data modelling, security, governance, scalability, and multi-region deployment patterns.
Previous hands-on experience with Salesforce configuration and development (Apex, Flows, Integrations).
Experience designing global systems with regional customizations.
Experience with case migration and data transformation from legacy systems.
Familiarity with enterprise middleware and integration platforms.
Leadership & Delivery
Ability to guide global, cross-functional teams across multiple time zones.
Excellent communication skills with the ability to interface with business leaders, product owners, and technical teams.
Experience creating architectural documents, solution blueprints, ERDs, and sequence diagrams.
Ability to balance global standardization with regional operational needs.
About the Company
Winobell is an IT consulting and services company specializing in Salesforce implementation, customization, and enterprise software solutions. We help businesses streamline their processes, enhance customer relationships, and achieve digital transformation through cutting-edge technology and expert consulting.