Salesforce Agentforce / Data Cloud Solution Architect

Role Purpose

Provide senior, hands-on architecture leadership for Salesforce solutions spanning Agentforce, Data Cloud / Data 360, Salesforce Knowledge, Service Cloud, Voice/contact-center integrations and supporting custom components.

The architect will own day-to-day solution design, technical problem solving, defect and root-cause analysis, architecture decisions, and coordination with Salesforce Product and Engineering when platform-specific expertise or product changes are required.

Key Responsibilities

• Own end-to-end solution architecture across Salesforce Agentforce, Data Cloud / Data 360, Salesforce Knowledge, Service Cloud, Voice/contact-center integrations, Apex/custom services, APIs, logging and environment design.
• Lead architecture and design reviews and maintain clear decisions, trade-offs, assumptions, dependencies and technical risks.
• Translate business scenarios and production issues into technical investigation paths and actionable engineering changes.
• Drive technical closure of production defects by tracing the full flow from customer interaction and intent through routing, query refinement, retrieval/ranking, grounding and final guidance.
• Differentiate configuration/instruction issues, Knowledge/content issues, implementation defects and Salesforce Product/platform limitations; ensure root-cause conclusions are evidence-based.
• Review and improve prompt/instruction design, query-refinement logic, retriever configuration, filters, Knowledge chunking/indexing, relevance scoring and grounding patterns.
• Guide the use of business and operational context so customer intent remains the primary driver while supplemental data improves accuracy and relevance.
• Partner with Knowledge teams on article structure, summaries, metadata, hierarchy/category strategy and targeted remediation based on measurable retrieval outcomes.
• Own architecture decisions related to Data Cloud ingestion, refresh/indexing, search/index strategy, transform frequency, retrieval design and consumption optimization.
• Assess Salesforce Product constraints and roadmap dependencies and escalate to Salesforce Product/Engineering when an issue cannot be solved through configuration or implementation changes.
• Define technical readiness criteria, regression evidence and quality gates before broader production rollout.
• Guide environment strategy, deployment architecture, Dev/QA/UAT/Production promotion paths, observability, diagnostics and production supportability.
• Support performance and scale-readiness planning across Salesforce, Data Cloud, integration and contact-center layers.
• Coach developers and technical leads through hands-on design direction, code/configuration reviews and troubleshooting support.

Required Experience

• 12+ years of enterprise solution architecture and delivery experience, including significant hands-on technical leadership.
• 5+ years of Salesforce architecture experience across Service Cloud and complex enterprise integrations.
• Hands-on experience with Salesforce Agentforce / Einstein capabilities, prompt and instruction design, grounding and generative-AI patterns.
• Strong experience with Salesforce Data Cloud / Data 360, including ingestion, data model objects, search/indexing, vector or hybrid retrieval, retrievers, transforms and consumption considerations.
• Deep understanding of Salesforce Knowledge, article lifecycle, metadata/category design, chunking/indexing and retrieval patterns.
• Experience troubleshooting RAG/LLM solutions and separating failures across intent, prompt/query generation, retrieval/ranking, grounding and response generation.
• Strong Apex, API, integration and Salesforce platform architecture knowledge, with the ability to review technical designs and code.
• Experience with Salesforce Voice/contact-center integrations, CTI/Open CTI and telephony/IVR context flows; Avaya experience is desirable.
• Strong production troubleshooting skills using logs, traces, session/event data and reproducible test evidence.
• Experience working with Salesforce Product, Engineering or support escalation teams on platform/product issues.
• Ability to communicate complex technical findings in simple language to executives, business stakeholders and engineering teams.

Preferred Experience

• Salesforce Certified Technical Architect (CTA) or advanced Salesforce architecture certifications.
• Experience with large-scale contact-center, customer-service or agent-assist implementations.
• Experience with RAG, embeddings, vector search, semantic/hybrid search and retrieval-quality evaluation.
• Knowledge of LLM evaluation, prompt regression testing and graded test sets.
• Experience with observability, performance engineering and production support for AI-enabled applications.
• Experience in highly governed enterprise environments with multiple vendors and executive-level stakeholders.

Success Measures

• Day-to-day architecture, defect triage and solution-design decisions are led efficiently with clear ownership.
• Production retrieval and guidance issues are traced to the correct technical layer with a clear RCA status, owner and next action.
• Technical teams operate from one agreed architecture and avoid parallel or conflicting solution paths.
• Changes are supported by regression evidence rather than trial-and-error tuning.
• Platform limitations and external dependencies are identified early and escalated with clear evidence.
• Stakeholders receive credible technical readiness recommendations for production rollout and scale.

Recommended Collaboration Model

The architect should own day-to-day solution architecture, engineering direction, root-cause coordination and technical leadership.

Salesforce Product and Engineering should be engaged for product strategy, platform-specific design validation, roadmap alignment, deep platform internals, and resolution of Salesforce-owned product limitations or defects.