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Senior Cloud Solutions Architect
- Location: Needham, Massachusetts 02494
- Work model: On-site
- Posted Yesterday
- Job ID: JPC - 212309
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Job Description
Senior Cloud Solutions Architect - Salesforce Service Cloud
Location: Needham, MA (Remote Eligible)
About the Role
Join as the Senior Cloud Solutions Architect and become the technical leader for Salesforce Service Cloud across North America, Latin America, and Europe. This hands-on, high-impact position gives you end-to-end ownership-setting architectural direction, making key decisions, building solutions, and scaling an expert in-house team. You'll drive the transformation of customer care platforms, ensuring reliability and innovation, while leading the transition from partner-led to in-house delivery.
Responsibilities
- Lead technical architecture, direction, and production delivery of Salesforce Service Cloud for multi-region customer care operations
- Architect and refine case management, lifecycle processes, entitlements, routing, escalations, knowledge, and omni-channel customer agent experiences
- Design, review, and integrate with telephony, ticketing, quality management, warranty, order management, commerce, and external support systems
- Oversee seamless rollout of Service Cloud to new countries including localization, queues, support sites, and regional processes
- Define and enforce standards for data models, ownership, sharing, security, and performance at scale
- Direct partner delivery, set design standards, review all external work, and manage the transition to an in-house engineering team
- Build and mentor the Service Cloud engineering team; establish roles, lead hiring, provide hands-on coaching and code review
- Maintain operational excellence through monitoring, structured logging, incident response, and rigorous release management
- Champion AI-assisted engineering practices: integrate AI into design, coding, testing, and debugging workflows; provide governance and accountability for AI use
- Safeguard customer data with best-in-class security practices and compliance
- Collaborate with Core Platform, Agentforce, and business partners to align roadmaps and ensure system reliability
- Lead high-priority technical responses and root-cause analyses for production incidents
Required Skills and Experience
- 7+ years in Salesforce Service Cloud architecture and engineering roles
- Proven experience with multi-region cloud platform rollouts and integrations
- Mastery of case management, omni-channel routing, entitlements, and knowledge modules
- Strong background in API and telephony integrations, external helpdesk, and commerce platforms
- Expertise in data modeling, platform security, and high-volume performance optimization
- Track record of building and leading technical teams with hands-on mentorship
- Experience governing and integrating AI-assisted engineering processes
Preferred Skills
- Multi-language support and EMEA rollout experience
- Experience with Experience Cloud self-service portals and advanced digital engagement
- Prior transition from partner to in-house delivery model
- Familiarity with order management, warranty, and quality management integrations
Benefits
- Competitive salary and comprehensive health benefits
- Remote work flexibility
- Direct impact and visibility in a mission-critical, high-growth program
- Career advancement as you transition to lead a growing in-house team
- Opportunity to shape AI-driven engineering best practices
How to Apply
Ready to lead the transformation of customer care technology? Submit your resume today to join a forward-thinking team driving innovation across continents.
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Job details
Job ID JPC - 212309
Location Needham, Massachusetts, United States
Work Model On-site
Job Type Referral Fee
Posted November 4, 2026
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