Salesforce Service Cloud & Field Service Solution Architect

About the role

Riveron is seeking a Salesforce Service Cloud & Field Service Solution Architect in Pune, India, to bridge deep Salesforce platform expertise with business process understanding and deliver scalable, user-focused CRM solutions. The role involves end-to-end solution design, configuration, custom development, integration, automation, and production support across Service Cloud and Field Service Lightning, with SME guidance for case management, scheduling, dispatch, and mobile workforce enablement. The position is full-time and focuses on translating business needs into secure, maintainable, enterprise-grade Salesforce architectures.

What you’ll do

• Partner with business teams to analyze complex processes, define functional requirements, document user stories, and design Salesforce solutions aligned with operational goals
• Architect scalable Service Cloud and Field Service solutions to enhance case resolution, field workforce productivity, customer support visibility, and service lifecycle management
• Design and implement Salesforce automation using Flows, Apex, validation rules, approval processes, and custom logic to reduce manual effort and improve data quality
• Lead cross-functional discussions with business, support, sales operations, QA, and IT teams to translate business requirements into secure, maintainable, and high-performing Salesforce solutions
• Manage solution design across integrations, data models, security, reporting, and deployment readiness, ensuring alignment with enterprise architecture standards
• Support end-to-end delivery, including requirement clarification, technical design, development, unit testing, UAT support, release coordination, change requests, and post-production support
• Provide SME guidance for Service Cloud features such as service console productivity, case routing, entitlement processes, knowledge management, SLA tracking, and support workflows
• Provide SME guidance for Field Service features including work order lifecycle, scheduling, dispatch, service appointments, technician mobile experience, territories, and operational reporting

What you’ll bring

• Experienced Salesforce professional with a strong background as a Business Systems Analyst, Technical Architect, Service Cloud SME, Field Service Lightning SME, and Salesforce developer
• Demonstrated ability to translate business needs into scalable Salesforce solutions and lead end-to-end solution design
• Skilled in stakeholder engagement, requirements analysis, architecture design, configuration, custom development, integration, automation, deployment, and production support
• Proficiency in Salesforce development including Apex, Lightning Web Components, Flows, validation rules, triggers, SOQL, REST/SOAP APIs, and asynchronous processing
• Strong knowledge of Service Cloud features such as case management, omnichannel routing, entitlement management, milestones, knowledge, email-to-case, web-to-case, service console, and support automat
• Strong knowledge of Field Service Lightning features including work orders, service appointments, scheduling, dispatch, mobile workforce enablement, asset/service territory models, and technician prod
• Experience with integration patterns, data modeling, security model design, governance, and technical documentation
• Experience supporting end-to-end delivery including requirement clarification, technical design, development, unit testing, UAT support, release coordination, change requests, and post-production supp

Nice to have

Salesforce Administrator, Platform Developer, Service Cloud Consultant, Field Service Consultant, Platform App Builder, or Application/System Architect credentials

Skills

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• PTO