Salesforce Architect

Company Overview
Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.
Job Overview
Salesforce Architect - ITSM
Position Summary
We are seeking a highly skilled Salesforce Architect to lead the design, architecture, and implementation of enterprise-scale IT Service Management (ITSM) solutions on the Salesforce platform. This role will be responsible for defining solution architecture, ensuring alignment with business objectives, and providing technical leadership throughout the project lifecycle.
The ideal candidate possesses deep Salesforce platform expertise, strong knowledge of ITSM processes, and experience designing scalable, secure, and integrated service management solutions. This individual will work closely with business stakeholders, business analysts, project managers, and development teams to deliver transformational solutions that enhance operational efficiency and service delivery.
Key Responsibilities
Solution Architecture

• Design and maintain end-to-end Salesforce solution architectures for ITSM and Enterprise Service Management initiatives.
• Translate business requirements into scalable technical solutions.
• Create architecture diagrams, solution blueprints, and technical design documentation.
• Ensure solutions align with enterprise architecture standards, security requirements, and Salesforce best practices.
• Evaluate platform capabilities and recommend appropriate design approaches.

Salesforce Platform Leadership

• Architect solutions utilizing:
  • Salesforce Service Cloud
  • Experience Cloud
  • Omni-Channel
  • Flow Automation
  • Knowledge Management
  • Agentforce
  • Data Cloud
  • Einstein AI
• Provide technical guidance on configuration, customization, integrations, and automation.
• Promote platform-first solutions and minimize unnecessary custom development.

ITSM Solution Design
Design solutions supporting:

• Incident Management
• Service Request Management
• Problem Management
• Change Management
• Knowledge Management
• Service Catalog
• SLA Management
• Asset & Configuration Management integrations
• Align designs with ITIL best practices.
• Identify opportunities to simplify and automate service delivery processes.
• Enable self-service and AI-assisted support experiences.

Integration & Data Architecture

• Define integration strategies between Salesforce and enterprise applications.
• Design API-based and event-driven integrations.
• Collaborate with integration teams to connect Salesforce with:
  • ERP systems
  • HR platforms
  • Identity and Access Management solutions
  • Collaboration tools
  • Monitoring and operational systems
• Define data models, data governance standards, and security controls.

Delivery & Governance

• Support discovery workshops, solution design sessions, and implementation planning.
• Review technical designs and ensure adherence to architecture standards.
• Participate in effort estimation and technical risk assessments.
• Work closely with development and QA teams to ensure successful delivery.
• Support release planning and deployment activities.

Stakeholder Engagement

• Collaborate with business leaders, product owners, and Business Analysts to understand business objectives.
• Present solution options, recommendations, and architectural decisions.
• Facilitate design workshops and architecture reviews.
• Serve as a trusted advisor throughout delivery engagements.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related discipline.
• 7+ years of Salesforce platform experience.
• 3+ years of experience in a Salesforce Architect, Solution Architect, or Lead Consultant role.
• Experience delivering Salesforce Service Cloud implementations.
• Strong understanding of ITSM and ITIL processes.
• Experience designing enterprise integrations and data models.
• Strong written and verbal communication skills.
• Experience working in Agile delivery environments.

Preferred Qualifications

• Experience implementing ITSM solutions on Salesforce.
• Experience with Agentforce and AI-enabled service solutions.
• Experience with Enterprise Service Management implementations.
• Consulting or client-facing delivery experience.
• Experience working with distributed global teams.

Certifications
Required

• Salesforce Certified Administrator
• Salesforce Certified Service Cloud Consultant

Preferred

• Salesforce Certified Application Architect
• Salesforce Certified System Architect
• Salesforce Certified Integration Architect
• Salesforce Certified Data Architect
• Salesforce Certified Development Lifecycle and Deployment Architect
• ITIL Foundation Certification

Technical Skills
Salesforce

• Service Cloud
• Experience Cloud
• Agentforce
• Data Cloud
• Flows
• Lightning Platform
• Apex
• Lightning Web Components (LWC)
• Omni-Channel
• Knowledge Management

Integration

• REST APIs
• SOAP APIs
• Platform Events
• MuleSoft
• Boomi
• Azure Integration Services

Service Management

• Incident Management
• Request Fulfillment
• Problem Management
• Change Management
• Knowledge Management
• SLA Management
• Service Catalog

Success Measures

• Successful delivery of Salesforce ITSM solutions that meet business objectives.
• Scalable and maintainable solution architectures.
• Increased automation and operational efficiency.
• Strong stakeholder satisfaction and adoption.
• Adherence to architecture, security, and governance standards.
• Effective collaboration across business and technical teams.

Compensation
Estimated Pay Range:
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
Our Commitment to Diversity & Inclusion
At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.
Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.
We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.