Gazelle Global
Salesforce Technical Architect (Service Cloud & Agent force)
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Job Purpose and primary objectives:
We are looking for an experienced Salesforce Service Cloud & Agentforce Technical Architect to own the end-to-end technical architecture for enterprise customer service transformation programmes. The role requires strong hands-on delivery experience across Salesforce Service Cloud, Agentforce, Azure DevOps, Trunk-Based Development, CI/CD automation, release governance, integrations, security, and production deployment. This role will translate business outcomes into scalable technical architecture and guide distributed teams through design, build, testing, automated deployment, and transition to support.
Key responsibilities (please specify if the position is an individual one or part of a team):
- 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.
- Mentor technical leads and developers, resolve complex design issues, and support production release readiness, cutover, and post-deployment assurance.
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Supervisory / Managerial responsibilities (please specify if the position will have persons reporting to it):
Lead Service Cloud technical architecture, driving DevOps excellence, and ensuring compliance with engineering, quality, security, and deployment best practices throughout the delivery lifecycle.
Other responsibilities – Budgets, targets, equipment etc:
Ensure improved productivity of the team to deliver quality solutions.
Key Skills/Knowledge:
- Advanced understanding of Apex, Lightning Web Components, Flows, Platform Events, REST/SOAP APIs, Salesforce data modeling, 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.
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Experience required:
- Extensive technology delivery experience with strong hands-on Salesforce implementation background (equivalent to 12+ years overall, 8+ years hands-on Salesforce).
- 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.
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