Service Cloud

Job Description Req ID: 339700 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Service Cloud - Architect to join our team in Hyderabad, Telangana (IN-TG), India (IN). We are seeking an experienced Salesforce Integration Architect with deep expertise in Service Cloud and Experience Cloud. The role involves defining the integration architecture, solution blueprints, and technical governance for Salesforce implementations, ensuring seamless connectivity with external systems while delivering scalable, secure, and high-performing customer and partner experiences. Key Responsibilities Architecture & Strategy Own the end-to-end solution architecture for Salesforce Service Cloud & Experience Cloud implementations. Define and enforce integration patterns (API-led, event-driven, real-time, batch, middleware-based). Align Salesforce architecture with enterprise integration strategy, security policies, and compliance frameworks. Partner with enterprise architects and business leaders to ensure scalable and future-ready CRM solutions. Service Cloud Architect solutions for case management, omni-channel routing, knowledge base, and digital engagement. Ensure agent productivity through Service Console optimization and automation (Flows, Einstein Bots, Macros). Integrate Service Cloud with telephony, chat, and external ticketing/workforce systems. Experience Cloud Design and oversee customer/partner portals with secure authentication, role-based access, and self-service capabilities. Define integration patterns between portals and backend systems (case deflection, deal registration, order tracking). Provide guidance on LWC/Apex/branding customization while ensuring performance optimization. Integration Architect integrations using REST/SOAP APIs, Streaming APIs, Platform Events, External Services. Leverage middleware (MuleSoft preferred, or Boomi/Informatica/Dell Boomi) for enterprise integration. Define and implement SSO, OAuth, JWT, and Identity Federation strategies for unified access. Ensure data quality, synchronization, and governance across Salesforce and external systems (ERP, Core Banking, Legacy). Leadership & Governance Act as a design authority, reviewing and approving solution blueprints. Mentor developers, consultants, and admins on integration best practices. Collaborate with security, DevOps, and compliance teams to ensure adherence to standards. Provide technical leadership in Agile/Scrum delivery models. Required Skills & Qualifications 10+ years in Salesforce ecosystem, with 4+ years as an Integration/Solution Architect. Proven expertise in Service Cloud (Case Mgmt, Omni-Channel, Knowledge, Service Console). Strong Experience Cloud knowledge: portals, access management, customization (LWC, Apex, Flows). Hands-on expertise with integration patterns, APIs, event-driven architectures, middleware (MuleSoft preferred). Deep understanding of Salesforce security models, SSO, Identity & Access Management. Salesforce certifications highly preferred: Integration Architect (mandatory for this role) Sharing & Visibility Designer Service Cloud Consultant Experience Cloud Consultant Application/System Architect (big plus) Nice to Have Exposure to AWS, Azure, or GCP cloud services for hybrid architectures. Familiarity with Service Cloud Voice (Amazon Connect / Genesys). Experience with Einstein AI, Tableau CRM (Analytics), and Marketing Cloud. Knowledge of regulatory compliance (GDPR, HIPAA, PCI DSS, SOC2) for enterprise clients. About NTT DATA NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us. NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. 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