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Capgemini

Global consulting, technology services, outsourcing

Salesforce Service Cloud Architect

Implementation & Technical Account ManagementUpdated on Nov 14
Full-timeChicago, IL, USAIn-person

About the Job

Requirements

  • Salesforce Service Cloud architecture experience, including enterprise customer service or contact center implementations.
  • Experience with digital channels, telephony integration and service data models.
  • Working knowledge of Data Cloud and Tableau integration.
  • Strong security, integration, nonfunctional design and production-readiness skills.

Responsibilities

  • Design Service Cloud capabilities and integrations that support tracking, billing and customer interaction context.
  • Develop solution designs for prioritized digital engagement, community, chat and voice capabilities, including routing and agent workflows.
  • Support the NICE-to-Salesforce Voice roadmap, including technical dependencies, pilot criteria and transition planning.
  • Collaborate with the Data Cloud Architect and Tableau team on data activation, service analytics and governed access.
  • Define technical controls for approved assisted-service capabilities, including agent guardrails, security, observability and cutover readiness.
  • Guide implementation teams and review designs against shared enterprise architecture standards.
  • Produce Service solution designs, channel and integration specifications, data activation designs, technical migration plans, and release-readiness assessments.

Desired Qualifications

  • Relevant Salesforce architecture or service consulting credentials are preferred.

About the Company

Capgemini

Global consulting, technology services, outsourcing

Capgemini provides consulting, technology services, and outsourcing to help organizations transform digitally. Its offerings include strategy and transformation consulting, system integration, application development, IT infrastructure management, and managed IT operations. It differentiates itself with a global presence in over 50 countries and a focus on applying AI, cloud, and cybersecurity to real business problems. Its goal is to help clients navigate digital transformation and improve efficiency and innovation through tailored, contract-based or managed services.

Company size
10,001+
Company stage
IPO
Headquarters
Paris, France
Founded
1967

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