Solution Architect (Service Cloud)

Job Description

Diligent is seeking a Solution Architect – Service Cloud to lead the design and implementation of scalable, customer-centric Salesforce Service Cloud solutions. This role involves close collaboration with business stakeholders across Customer Support, Customer Success, and Support Operations to gather requirements and architect end-to-end service solutions. The ideal candidate will provide technical guidance, mentor junior team members, and ensure adherence to best practices.Responsibilities:

• Serve as a Service Cloud SME, providing guidance on architecture and technology strategy.
• Architect features such as Case Management, Omni-Channel, and Knowledge Base.
• Identify capability gaps and recommend enhancements.
• Guide the integration of Service Cloud with other platforms.
• Define data model, automation, and user interface components.
• Collaborate with business stakeholders to refine requirements.
• Manage and mentor Salesforce team members.

Requirements:

• 8+ years of experience in software, system, or enterprise architecture.
• Expertise in Salesforce products and platform capabilities.
• Experience with large-scale, complex implementations.
• Strong knowledge of enterprise application integration.
• Excellent written and verbal communication skills.

What Diligent Offers:

• Flexible work environment.
• Comprehensive health benefits.
• Generous time off policy.
• Wellness programs.