Salesforce Solution Architect, ITSM

Role overview This position leads the design and delivery of Salesforce-based IT service management solutions for enterprise clients. The role combines trusted advisory work with hands-on solution architecture, spanning contact center and customer service transformation programs. It is suited to an experienced consultant who can drive enterprise-level projects independently and partner closely with AI-focused delivery teams.

Responsibilities - Run business process reviews with customers to surface requirements and shape solution direction. - Translate business needs into Salesforce designs that lean on declarative configuration and minimize custom code. - Architect solutions across Service Cloud, Experience Cloud, and ITSM capabilities, including Data Cloud and AI-agent features. - Author technical specifications and design documentation for delivery engineers and developers. - Lead end-to-end SDLC ownership, covering release management, multi-environment deployment, and legacy system integration. - Deliver end-user training, run client demos, and own project communications through go-live.

Requirements - Five or more years delivering Salesforce projects, with deep Service Cloud and Experience Cloud experience. - Two or more years working with Salesforce Data Cloud and Agentforce on live engagements. - Three or more years implementing ITSM platforms such as ServiceNow, plus working knowledge of ITIL methodologies. - Proven track record leading enterprise Service Cloud and Sales Cloud deployments from the ground up. - Strong grasp of Apex, Visualforce, Lightning Web Components, and Salesforce APIs, even when not personally coding. - Demonstrated ability to juggle multiple concurrent projects, deliverables, and deadlines.

Nice to have - Salesforce certifications in Service Cloud and Experience Cloud. - Prior solution architecture work specifically on Experience Cloud. - Degree in Computer Science, Engineering, or equivalent professional experience.

Benefits and work setup - Remote-first culture with optional in-person collaboration at regional hubs. - Travel expected up to roughly 25 percent for client-facing work. - Flexible scheduling built around outcomes rather than fixed hours.