Tata Consultancy Services
Salesforce Service Cloud & Agentforce Technical Architect
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If you need support in completing the application or if you require a different format of this document, please get in touch with at UKI.recruitment@tcs.com or call TCS London Office number 02031552100 with the subject line: “Application Support Request”.
Role: Salesforce Service Cloud & Agentforce Technical Architect
Job Type: Permanent
Work Mode: Work from office
Location: Leeds, United Kingdom
Number of hours: 40 hours per week – full time
Ready to utilize your experience and expertise in Salesforce Service Cloud?
We have an exciting role for you - Salesforce Service Cloud & Agentforce Technical Architect!
Careers at TCS: It means more
TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.
The Role
We are seeking an experienced Salesforce Service Cloud & Agentforce Architect to lead the design and delivery of enterprise-scale customer service solutions. You will collaborate with customers and stakeholders to translate business requirements into scalable Salesforce architectures and AI-powered service experiences. The role requires expertise in Service Cloud, Agentforce, integrations, DevOps, and CI/CD best practices. You will provide technical leadership, governance, and mentoring to ensure successful solution delivery and operational excellence.
Your Responsibilities
- Lead end-to-end technical architecture for Salesforce Service Cloud and Agentforce implementation workstreams.
- Define target-state architecture covering Service Cloud, Agentforce, integration patterns, security model, data model, environment strategy and operational readiness.
- Design scalable Service Cloud capabilities including Case Management, Omni-Channel, Knowledge, Entitlements, Digital Engagement, automation and AI-assisted service journeys.
- Provide hands-on architecture guidance for Agentforce agents, topics, actions, prompts, grounding, service workflows, escalation paths and human hand-off patterns.
- Define enterprise DevOps strategy across Azure DevOps Boards, Repos, Pipelines, release governance, environment management and deployment automation.
- Establish Trunk-Based Development practices, branching policies, pull request governance, automated quality gates and rollback controls.
- Design and govern CI/CD pipelines using Salesforce DX, Azure DevOps, Git and relevant Salesforce deployment tooling such as Copado or Gearset.
- Review and approve technical designs, integration specifications, code quality standards, test automation approach and release plans.
- Drive non-functional design for performance, resilience, security, observability, compliance, maintainability and platform limits.
- Ensure improved productivity of the team to deliver quality solution.
- Mentor technical leads and developers, resolve complex design issues and support production release readiness, cutover and post-deployment assurance.
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Your Profile
Essential skills/knowledge/experience:
- Advanced understanding of Apex, Lightning Web Components, Flows, Platform Events, REST/SOAP APIs, Salesforce data modelling and integration patterns.
- Expert-level Salesforce Service Cloud architecture and implementation capability in enterprise environments.
- Strong hands-on Agentforce implementation skills including agent configuration, prompt design, actions, topics, grounding, orchestration and service workflow validation.
- Strong Azure DevOps expertise covering Boards, Repos, Pipelines, Test Plans, release management and deployment governance.
- Deep understanding of CI/CD automation, automated quality gates, release approvals, environment management, versioning and rollback strategy.
- Hands-on knowledge of Git, Salesforce DX, Copado, Gearset or equivalent deployment automation frameworks.
- Practical understanding of DevSecOps controls, secure configuration, permission models, sharing, compliance and platform-limit management.
- Excellent communication, architecture documentation, technical governance, mentoring and problem-solving skills.
- Desirable: Salesforce Certified Technical/Application/System Architect, Service Cloud Consultant or AI Specialist certification; Service Cloud Voice, Data Cloud, Einstein/AI or MuleSoft exposure.
Desirable skills/knowledge/experience:
- Extensive technology delivery experience with strong hands-on Salesforce implementation background.
- Expert-level Salesforce Service Cloud architecture experience in enterprise environments.
- Proven experience defining and implementing Trunk-Based Development practices for enterprise Salesforce delivery.
- Strong track record designing and governing CI/CD automation, environment management and rollback strategy.
- Experience in retail, eCommerce or high-volume contact Centre transformation programmes is desirable.
Rewards & Benefits
TCS is consistently voted as a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.
We offer health & wellness initiatives and sports events; we are the proud sponsors of the London Marathon.
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Diversity, Inclusion and Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998.
We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.
As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at UKI.recruitment@tcs.com if you would like to opt in.
If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or call TCS London Office 02031552100 / +44 204 520 2575 to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.
Next Steps:
Application Process
- Online application: You can apply directly through LinkedIn/ by uploading your CV. In case you wish to submit your application via another format like audio/video, please, contact - UKI.recruitment@tcs.com
- Skill-Based discussion: This will be a level 1 interview with the project team, it can be via video or in-person. Details will be confirmed by your recruiter.
- Managerial discussion: This discussion will focus on behavioural aspects and person-organisation fit.
- HR Discussion: This will be with one of the members of the HR team and will cover your career journey, aspirations for growth, compensation and any other questions you may have.
Beware of Fraudulent offers
This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests! You can write to UKI.recruitment@tcs.com to report any fraudulent activity.
Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.
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