Tech Lead / Architect, Service Cloud
Needham, MA, 02494
Job Title: Tech Lead / Architect, Service Cloud
Location-Type: Hybrid, Needham, MA
Start Date: 11/16/2026
Duration: Contract (6 months, 11/16/2026 - 5/15/2027)
Compensation Range: $72-82/hr W2
Benefits: Eligible for Health, Dental, Vision, and 401K
Visa Sponsorship: Not eligible for visa sponsorship
Job Description:
The client is seeking a senior-level hands-on technical lead and architect to own the Service Cloud platform used by customer care teams across multiple regions, driving architecture decisions, leading integrations, and transitioning delivery ownership from partner teams to an in-house engineering team.
Job Summary
•Own technical direction for Service Cloud, covering case management and lifecycle, Omni-Channel routing, entitlements and milestones, escalations, knowledge, and the agent experience
•Own digital engagement across NA and EMEA, including email-to-case, in-app and web messaging, and Experience Cloud self-service support sites
•Design and review integrations with contact center telephony, external ticketing and helpdesk tools, guided troubleshooting, quality management, warranty services, and Order Management and Commerce platforms
•Lead multi-region rollouts into new countries, covering languages, queues, routing, support sites, and regional processes through a configuration-driven model
•Direct partner delivery by setting design standards, owning architecture approvals, and reviewing Salesforce Professional Services and contractor work prior to production
•Build and grow an in-house Service Cloud engineering team through hiring, code review, pairing, design guidance, and structured growth goals
•Lead AI-assisted engineering practices, govern approved tool usage, and measure the impact on delivery speed and quality
Minimum Requirements:
•10+ years of experience in Salesforce development, technical architecture, or enterprise CRM implementations, with senior or lead experience on Service Cloud using Apex, Lightning Web Components, and Flow at scale
•Deep Service Cloud expertise across case management, Omni-Channel routing, entitlements and milestones, email-to-case, knowledge, and the Service Console
•Architecture experience designing enterprise Salesforce solutions across multiple business units or geographies, including data model, sharing, and large-volume design
•Integration design experience with REST APIs, asynchronous processing (Queueable, Batch, Platform Events, Change Data Capture), error handling, retries, and reconciliation
•Experience directing Salesforce Professional Services, systems integrator, or contractor teams, and transitioning delivery ownership in-house
•Operational experience with production monitoring, incident management, release governance, and CI/CD practices
•Working knowledge of the Salesforce security model and responsible handling of customer personal data
Preferred Qualifications:
•Digital engagement experience with Messaging for In-App and Web, Experience Cloud support sites, and multilingual configurations
•Experience integrating contact center platforms (CCaaS or telephony) with Service Cloud
•Proficiency with Copado or a comparable Salesforce DevOps tool, including automated testing and release and rollback management
•Experience leading multi-region or multi-country customer service rollouts
•Experience setting AI usage standards for a team, including data-handling rules, review expectations, and delivery impact measurement
•Salesforce certifications such as Service Cloud Consultant, Platform Developer II, or an Architect credential
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