Senior Salesforce Technical Architect to lead the technical architecture, design, and

Position Overview

We are seeking a senior Salesforce Technical Architect to lead the technical architecture, design, and implementation of Salesforce Service Cloud Voice integrated with NICE CXone.

The successful candidate will be responsible for defining and overseeing the technical architecture, including integrations, security, automation, data architecture, and platform extensibility. This role requires strong hands-on Salesforce technical expertise and the ability to provide technical leadership throughout development, testing, deployment, and post-go-live stabilization.

The ideal candidate will have extensive experience with Salesforce technical architecture, Service Cloud Voice implementations, NICE CXone integrations, and enterprise contact center modernization initiatives.

Duration - 6 months

Location - Toronto

Work Mode - Remote

Key Responsibilities

• Own and lead the end-to-end Salesforce technical architecture for the Service Cloud Voice implementation integrated with NICE CXone.
• Design and oversee the migration from the existing Open CTI solution to Salesforce Service Cloud Voice, ensuring minimal disruption to contact center operations.
• Define technical architecture standards, integration patterns, security frameworks, and data management strategies.
• Architect and design integrations between Salesforce, NICE CXone, and other enterprise systems using APIs, middleware, and integration frameworks.
• Provide technical leadership for Salesforce development, including Apex, Lightning Web Components (LWC), Salesforce Flow, and custom integrations.
• Design scalable and maintainable solutions leveraging Salesforce Service Cloud, Omni-Channel, Agent Console, Case Management, and related platform capabilities.
• Establish best practices for Salesforce security, including authentication, authorization, data access, and integration security.
• Define data architecture, data migration strategies, and data synchronization requirements across integrated platforms.
• Evaluate and optimize system performance, scalability, reliability, and platform extensibility.
• Collaborate with Solution Architects, Salesforce developers, integration teams, and business stakeholders to translate solution designs into technical specifications.
• Conduct technical design reviews, code reviews, and architecture assessments to ensure compliance with Salesforce best practices and enterprise standards.
• Provide technical guidance throughout development, system integration testing, user acceptance testing (UAT), deployment, and post-go-live stabilization.
• Define deployment strategies, release management processes, and CI/CD practices for Salesforce environments.
• Identify and mitigate technical risks, integration challenges, and architectural dependencies.

Required Skills and Experience

• Extensive experience as a Salesforce Technical Architect, leading enterprise Salesforce implementations and complex technical solution delivery.
• Strong hands-on experience with Salesforce Service Cloud architecture, configuration, customization, and integration.
• Experience implementing or migrating to Salesforce Service Cloud Voice, preferably from an existing Open CTI environment.
• Experience integrating NICE CXone with Salesforce or supporting enterprise contact center solutions.
• Advanced technical expertise in Apex, Lightning Web Components (LWC), Salesforce Flow, SOQL, REST/SOAP APIs, and Salesforce integration patterns.
• Strong understanding of Salesforce security architecture, including profiles, permission sets, sharing models, authentication, and authorization.
• Experience designing scalable data architectures, data models, and integration solutions.
• Strong knowledge of Salesforce performance optimization, governor limits, scalability, and platform constraints.
• Experience with Salesforce deployment architecture, DevOps, CI/CD pipelines, and release management.
• Familiarity with contact center technologies, including CTI, IVR, ACD, voice routing, and omnichannel customer service.
• Proven ability to lead technical teams, provide architectural guidance, and resolve complex technical challenges.
• Excellent communication, documentation, stakeholder management, and problem-solving skills.

Nice to Have

• Salesforce Certified Technical Architect (CTA), Application Architect, or System Architect certification.
• Salesforce Certified Platform Developer I or II certification.
• Salesforce Certified Service Cloud Consultant certification.
• Hands-on experience with NICE CXone APIs, integration frameworks, and telephony configurations.
• Experience with Salesforce Open CTI migration and contact center modernization projects.
• Knowledge of Salesforce Omni-Channel routing, Service Console, Knowledge Management, and Case Management.
• Experience with middleware platforms such as MuleSoft or other enterprise integration technologies.
• Familiarity with Salesforce DevOps tools, Git, Salesforce CLI, and automated deployment pipelines.
• Experience working in Agile delivery environments and leading cross-functional technical teams.