Salesforce Solution Architect – ITSM

About the role

The Salesforce Solution Architect will lead the design and delivery of AI‑enhanced ITSM solutions for enterprise clients. You will act as a trusted advisor, translating business needs into scalable Salesforce architectures while integrating cutting‑edge technologies such as Agentforce and AWS services.

Key responsibilities

• Provide industry best practices and serve as a trusted client advisor.
• Facilitate business process reviews to identify customer requirements and processes.
• Translate requirements into Salesforce designs, leveraging ITSM, Experience Cloud, and Service Cloud.
• Develop technical specifications and guide the delivery team.
• Lead vision and strategy discussions with contact‑center and customer‑service leadership.

Required profile

• 5+ years of project delivery experience with Salesforce Service Cloud and Experience Cloud.
• 3+ years leading implementations on ITSM platforms such as ServiceNow.
• Background in ITSM/ITIL methodologies.
• Proven ability to manage multiple enterprise‑level projects with minimal senior‑management direction.

Required skills

• Salesforce (Service Cloud, Experience Cloud, Data Cloud, Agentforce).
• ITSM platforms (ServiceNow) and ITIL processes.
• Apex, VisualForce, Lightning Web Components, Web Services.