Salesforce Solution Architect - Service Cloud

As a Salesforce Solution Architect - Service Cloud or Salesforce Consumer Goods Cloud & Core Architect at Opella in Hyderabad, you will play a crucial role in designing, implementing, and optimizing Service Cloud solutions to enhance customer service experiences. Collaborating closely with stakeholders, you will gather and document service-related business requirements, analyze current service processes, and design comprehensive Service Cloud solutions. Your responsibilities will include creating detailed solution designs, facilitating workshops, conducting gap analysis, supporting user acceptance testing, designing integrations, and providing technical leadership to junior team members. Key Responsibilities: - Gather and document service-related business requirements for Service Cloud or Salesforce Consumer Goods Cloud & Core Architect projects and enhancements - Analyze current customer service processes and identify areas for improvement and optimization - Create detailed solution designs, technical specifications, and user stories for Service Cloud implementations - Design and architect comprehensive Service Cloud solutions including case management, knowledge base, omni-channel routing, and field service - Facilitate workshops and stakeholder meetings to elicit requirements and validate solution designs - Collaborate with developers and administrators to ensure proper solution implementation and technical excellence - Develop and maintain service process maps, workflows, and technical documentation - Conduct gap analysis between business service needs and Service Cloud capabilities - Support user acceptance testing and provide technical guidance during testing phases - Design integrations between Service Cloud and external systems (telephony, chat, social media, ERP systems) - Monitor solution performance and identify opportunities for continuous improvement and optimization - Provide technical leadership and mentorship to junior team members on Service Cloud best practices - Assist in change management and user adoption strategies for Service Cloud implementations Qualifications Required: - 8+ years of experience as a Solution Architect specializing in Salesforce Service Cloud implementations or Salesforce Consumer Goods Cloud & Core Architect - Salesforce Certified Administrator and Service Cloud Consultant certifications (additional certifications preferred) - Strong understanding of Service Cloud platform capabilities including Case Management, Knowledge, Live Agent, Omni-Channel, Field Service Lightning - Experience with Service Cloud integrations, CTI implementations, and telephony systems - Familiarity with Agile methodologies and solution architecture best practices - Knowledge of customer service processes, ITIL frameworks, and service delivery methodologies - Understanding of data modeling, security concepts, and Salesforce platform limitations - Experience in solution design documentation and technical specification creation About Opella: Opella is a self-care challenger in the OTC & VMS market globally, aiming to bring health into people's hands with a portfolio of loved brands and a dedicated team. B Corp certified, Opella is committed to healthier people and the planet. Join Opella to enjoy challenging work, develop consumer brands, and be part of a collaborative and inclusive culture. As a Salesforce Solution Architect - Service Cloud or Salesforce Consumer Goods Cloud & Core Architect at Opella in Hyderabad, you will play a crucial role in designing, implementing, and optimizing Service Cloud solutions to enhance customer service experiences. Collaborating closely with stakeholders, you will gather and document service-related business requirements, analyze current service processes, and design comprehensive Service Cloud solutions. Your responsibilities will include creating detailed solution designs, facilitating workshops, conducting gap analysis, supporting user acceptance testing, designing integrations, and providing technical leadership to junior team members. Key Responsibilities: - Gather and document service-related business requirements for Service Cloud or Salesforce Consumer Goods Cloud & Core Architect projects and enhancements - Analyze current customer service processes and identify areas for improvement and optimization - Create detailed solution designs, technical specifications, and user stories for Service Cloud implementations - Design and architect comprehensive Service Cloud solutions including case management, knowledge base, omni-channel routing, and field service - Facilitate workshops and stakeholder meetings to elicit requirements and validate solution designs - Collaborate with developers and administrators to ensure proper solution implementation and technical excellence - Develop and maintain service process maps, workflows, and technical documentation - Conduct gap analysis between business service needs and Service Cloud capabilities