Salesforce Service Cloud / Contact Center Architect

We are seeking an experienced Salesforce Service Cloud / Contact Center Architect to support a large-scale transformation of a global retail organization's Contact Center environment. The architect will play a key role in the modernization and migration of the existing Oracle-based Contact Center platform to Salesforce Service Cloud, helping define the target architecture, integration strategy, migration approach, and overall Salesforce solution.

The ideal candidate will have deep hands-on experience architecting Salesforce Service Cloud and Contact Center solutions at enterprise scale, with strong expertise in customer service processes, omnichannel capabilities, integrations, data migration, and legacy Contact Center transformation.

Required Skills & Experience

• Extensive experience as a Salesforce Solution Architect / Technical Architect / Service Cloud Architect.
• Strong hands-on architecture experience with Salesforce Service Cloud.
• Proven experience designing Contact Center / Customer Service transformation solutions.
• Strong understanding of Case Management, Omni-Channel, Knowledge, Service Console, routing, queues, and agent workflows.
• Experience with Salesforce Contact Center / digital customer engagement capabilities.
• Experience leading or supporting large-scale Salesforce implementations and transformations.
• Strong experience with legacy platform modernization and migration to Salesforce.
• Experience migrating Contact Center or customer service functionality from Oracle or other legacy platforms to Salesforce is highly preferred.