Salesforce Service Cloud Lead

Overview

In this role, you will lead end-to-end Salesforce Service Cloud-based architectures for complex service programmes. You’ll shape target operating models, guide transformation of contact centre operations, and collaborate with client stakeholders to deliver scalable service experiences. You’ll work with digital engagement, AI and omni-channel capabilities to improve customer and employee journeys. Join a fast-paced, collaborative environment that blends startup energy with a global network of experts and opportunities to grow.

Pay / Benefits

• 30 days’ vacation per year
• private medical insurance
• 3 extra days leave per year for charitable work
• flexibility and mobility to spend time onsite with clients and partners

Responsibilities

• Own end-to-end solution architecture across Service Cloud, Omni-Channel, Digital Engagement, Knowledge, Case Management, and telephony/CCaaS integrations
• Lead client design workshops to translate service-domain requirements into scalable architectures
• Define practical, maintainable solutions aligned with architecture best practices
• Shape customer service strategy and advise on transformation of contact centre operations and KPIs
• Guide multi-disciplinary delivery teams through build and implementation to realise architecture
• Contribute to accelerators, best practices, and thought leadership in Salesforce-enabled service transformation
• Support pre-sales and solution shaping, illustrating how Salesforce capabilities drive service excellence
• Continue developing leadership, consulting, and Salesforce expertise through hands-on delivery and mentoring

Key requirements

• Proven background as a Solution Architect for Salesforce Service Cloud or service-operations oriented architectures
• Deep understanding of contact centre operations, including routing, queue management, workforce management, KPIs, and digital/voice channel strategies
• Hands-on design experience across Service Cloud, Digital Engagement, Knowledge Management, and AI-enabled service
• Experience integrating with telephony/CCaaS platforms (e.g., Amazon Connect, Genesys)
• Experience designing across multiple Salesforce clouds and integrating with downstream systems
• Ability to design secure, scalable multi-audience digital experiences (e.g., portals, Experience Cloud)
• Strong stakeholder navigation skills with Heads of Customer Service, Contact Centre Operations and Enterprise Architects
• Knowledge of scalability, performance, security, compliance, multi-channel routing and high availability for service operations
• Excellent communication, facilitation and leadership abilities
• strong communication
• facilitation
• leadership
• Salesforce Service Cloud
• Omni-Channel
• Digital Engagement

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