SRM Digital LLC · 6 hours ago
Salesforce Solution Architect
Arlington, VA
Contract
Onsite
Senior Level, Lead/Staff
10+ years expSRM Digital LLC is seeking an experienced Salesforce Solution Architect with strong expertise in Service Cloud and AI enablement. The role involves leading the design, architecture, and implementation of scalable Salesforce solutions to enhance customer engagement and service processes.
Staffing & Recruiting
Hiring Manager
Irshad Ahmad
Responsibilities
Lead end-to-end Salesforce solution design with focus on Service Cloud capabilities, including case management, knowledge base, SLAs, and service processes
Architect and design integration between Salesforce and Omnichannel platforms to enable seamless customer engagement across multiple touchpoints (voice, chat, email, social, etc.)
Define and implement integration strategies with Genesys Contact Center, leveraging Salesforce CTI, APIs, and event-driven frameworks for real-time data exchange and agent experience optimization
Drive adoption of Salesforce Einstein and other AI capabilities to enhance case routing, service insights, sentiment analysis, and predictive analytics
Collaborate with business stakeholders, product owners, and development teams to translate functional requirements into scalable and performant Salesforce solutions
Ensure adherence to Salesforce best practices, data governance, and security standards
Conduct architecture reviews, design workshops, and provide technical leadership to development and support teams
Stay updated on latest Salesforce releases, features, and ecosystem innovations to continuously evolve solution architecture
Qualification
Required
10+ years of total IT experience, with minimum 5+ years in Salesforce architecture and solution design
Strong hands-on expertise in Salesforce Service Cloud, Omnichannel, CTI integrations, and Einstein AI
Proven experience integrating Salesforce with Genesys Cloud or other leading contact center solutions
Deep understanding of Salesforce Integration patterns, including REST/SOAP APIs, Platform Events, and Middleware tools (e.g., MuleSoft)
Experience in Einstein Bots, Einstein Next Best Action, and Einstein Analytics setup and customization
Salesforce certifications such as: Salesforce Certified Application Architect / System Architect, Salesforce Service Cloud Consultant
Strong understanding of data modeling, security, governance, and DevOps practices within Salesforce ecosystem
Excellent communication, stakeholder management, and presentation skills
Preferred
Salesforce Integration Architect
Experience working with Experience Cloud or Sales Cloud in addition to Service Cloud
Knowledge of AI-driven service automation, chatbots, or GenAI capabilities in Salesforce ecosystem
Familiarity with Agile/Scrum methodologies and CI/CD pipelines (e.g., GitHub, Copado, Gearset)
Relevant Salesforce certifications (Architect and Consultant level preferred)
Company
SRM Digital LLC
We at SRM Digital are focused towards connecting businesses with top talent across various industries.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase