Senior Manager, Solutions Architect (service Cloud)

Senior Manager, Solutions Architect (Service Cloud)

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.

At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you're not just building the future - you're an agent of positive change, joining a global community on a mission to make an impact.

The Senior Manager, Solution Architect – Service Cloud is responsible for leading the design and implementation of scalable, customer-centric Salesforce Service Cloud solutions. This role works closely with business stakeholders across Customer Support, Customer Success, and Support Operations to gather requirements and architect end-to-end service solutions that enhance customer experience and operational efficiency. The architect leads cross-functional delivery teams, provides technical guidance, and mentors junior team members to ensure adherence to best practices. Expertise in Service Cloud capabilities—including case management, knowledge base, omni-channel, automation, and Einstein AI—is critical to ensure high-performance, scalable, and integrated service solutions that align with business goals.

Key responsibilities include:

• Lead with expertise
• Serve as a trusted Service Cloud SME within the organization, providing both proactive and reactive guidance on architecture, technology strategy, thought leadership and product best practices.
• Help the team stay at the forefront of Service Cloud innovations, ensuring they are equipped with the latest product developments, best practices, and emerging trends.
• Define architecture standards, best practices, and governance frameworks.
• Innovate & solve problems
• Architect features such as Case Management, Omni-Channel, Knowledge Base, Entitlements, Service Console, and automation using Flows or Apex.
• Identify capability gaps and design inefficiencies, recommending enhancements or creative custom solutions.
• Provide thought leadership on Service Cloud roadmap, emerging features (e.g., Einstein AI, Case Swarming), and continuous improvement opportunities.
• Guide the integration of Service Cloud with other platforms (e.g., CTI, ERP, customer portals, knowledge systems) using middleware tools like MuleSoft, Dell Boomi, or Informatica.
• Define data model, automation (flows, process builder, triggers), and user interface components.
• Recommend when to configure vs. customize vs. use AppExchange products.
• Ensure solutions are secure, maintainable, and optimized for performance.
• Set standards for documentation, testing, and deployment processes.
• Enforce data governance and compliance with enterprise security policies.
• Stakeholder collaboration
• Collaborate with business stakeholders, and executives to gather and refine requirements.
• Act as the bridge between business needs and technical teams.
• Present solution architecture to leadership and advocate for technical decisions.
• Leadership
• Manage and mentor Salesforce team members and promote upskilling.
• Guide developers, admins, and other team members through technical delivery.

Required experience includes:

• 5+ years of experience in software, system, or enterprise architecture.
• Expertise in Salesforce products, platform capabilities, technical governance, and best practices.
• Experience with large-scale, complex implementations, including SaaS, PaaS multi-tenancy, and multi-tiered infrastructure.
• Strong knowledge of enterprise application integration, covering process orchestration, master data management, AI and analytics.
• Experience working in cross-functional teams.
• Self-starter, demonstrating leadership of owned projects.
• Excellent written and verbal communication and presentation skills.
• Strategic Thinking & Problem Solving.
• Ability to identify design inefficiencies, recommend optimizations and drive customer transformation.

Desired technical skills include:

• Expertise in Service Cloud.
• Strong knowledge of Salesforce Service Cloud features, including Case Management, Omni-Channel, Entitlements, Knowledge, Service Console.
• Experience configuring Einstein Bots, Einstein Case Classification & Next Best Action (AI-powered features).
• Data Management & Integration, proficient in SoQL queries.
• Experience with data import/export strategies, deduplication, ETL tools, and integrating Salesforce with external systems via REST/SOAP APIs, middleware (Dell Boomi, MuleSoft, Informatica) and third-party connectors.
• Ability to develop and optimize custom triggers, controllers, batch jobs and asynchronous processing. Familiarity with APEX programming, LWC, and VisualForce.
• Experience working with OAuth, Platform Events, External Objects and tools like Salesforce Connect and Event Relay.
• Proven ability to design scalable, high-performance architectures aligned with Salesforce best practices.

Certifications (preferred):

• Salesforce Certified Service Cloud Consultant.
• Salesforce Certified Application Architect / System Architect.