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Urgent! Salesforce Architect Job Opening In Chennai – Now Hiring Viventium Software

Salesforce Architect



Job description

Overview


We are seeking a strategic, hands-on Salesforce Architect to lead the evolution, scalability, and governance of our Salesforce environment.

This role focuses on Service Cloud, AI-driven enhancements, client services and implementation workflows, and enabling self-service support and partner operations.


The Salesforce Architect will work closely with the Salesforce admin team and cross-functional stakeholders to deliver scalable, sustainable solutions while managing system health, technical debt, and data governance.


The ideal candidate brings strong development experience, deep understanding of business operations, and a passion for clean architecture, automation, and documentation.

Experience with middleware tools (e.g., Informatica, Zapier), Customer Success Management (CSM) platforms, and consumption-based billing is highly desired.





Key Responsibilities


Client Success & Support Optimization



  • Design and enforce structured case escalation workflows, including severity levels, auto-escalation rules, and SLAs.

  • Implement and manage milestone tracking and entitlement processes to ensure timely support delivery across tiers.

  • Monitor and analyze case handling time and escalation trends to improve response velocity and resource planning.

  • Use AI and automation to flag cases at risk of escalation or SLA breach based on sentiment, history, or metadata.

  • Enhance the Knowledge Base by improving structure, discoverability, and integration with case submission.

  • Implement AI tools (e.g., Einstein, GPT search) to optimize case deflection and article surfacing during the support experience.


Architecture & Systems Engineering



  • Architect and deliver scalable, maintainable solutions in Service Cloud that support evolving business needs.

  • Build robust tooling for services and implementation teams, including project tracking, onboarding workflows, and automation.

  • Write, review, and optimize Apex, Lightning Web Components (LWC), and Salesforce Flows.

  • Architect and manage secure, scalable integrations using Informatica, Zapier, and Salesforce APIs for platforms like NetSuite, CSM systems, and billing platforms.

  • Collaborate with the Salesforce admin team and Sr. Director of Revenue Operations to align platform architecture with long-term business goals while addressing technical debt.


Governance, Documentation & Quality Assurance



  • Lead initiatives for data governance, including field standardization, deduplication, and data integrity.

  • Define and enforce best practices for naming conventions, validation rules, and documentation standards.

  • Establish robust testing protocols, including UAT planning and regression testing.

  • Maintain comprehensive, auditable technical documentation for all system logic, workflows, and integrations.

  • Promote a documentation-first mindset across the Salesforce ecosystem.


Strategic Operations & Enablement



  • Support the operationalization of partner programs, including planning and readiness for a future Partner Portal.

  • Design secure, scalable data models for partner engagement, lead sharing, and services visibility.

  • Contribute to systems that support consumption-based billing workflows, integrating data from external systems when necessary.

  • Collaborate cross-functionally to prioritize enhancements that align with broader revenue operations goals.





Desired Skills & Experience


We’re looking for a candidate with deep Salesforce expertise and a strong operational mindset—comfortable designing technical architecture, managing governance, and enabling high-impact use cases across services, support, and partner operations.


Required



  • 6+ years of hands-on Salesforce experience with strong focus on Service Cloud architecture

  • Experience supporting services and implementation workflows, case management, and support operations

  • Proficiency in Apex, Lightning Web Components (LWC), Salesforce Flows, and API-based integrations

  • Experience designing and managing case escalation frameworks, including milestones and entitlement processes

  • Experience using case time-tracking data to improve team efficiency and resource allocation

  • Strong commitment to documentation, testing, and maintaining long-term system integrity

  • Ability to translate technical concepts for non-technical stakeholders and influence cross-functional decisions

  • Collaborative team player with experience working across admin, RevOps, and support teams


Highly Desired



  • Familiarity with Sales Cloud functionality and use cases

  • Experience with middleware platforms (e.g., Informatica, Zapier)

  • Exposure to consumption billing models and usage-based pricing workflows

  • Experience with Customer Success platforms such as Gainsight, Totango, or ChurnZero

  • Integration experience with NetSuite

  • Experience supporting or designing partner operations or preparing for partner portal implementations

  • Salesforce certifications such as Service Cloud Consultant or Application Architect


Required Skill Profession

Computer Occupations



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