Req ID: 363458 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Salesforce Technical Architect - Service Cloud Voice - US Remote Position Our Salesforce Technical Architects are accountable for project success, and accountable for end-to-end solution design, and direct engagement with development teams. Expectation: - Own end-to-end architecture and solution design decisions - Provide and/or review solution/design for every user story tracked in ADO - Drive design governance. - Resolve design blockers quickly with dev teams and stakeholders - Oversee technical delivery, mentor cross-functional teams, and ensure solution integrity across Agentforce agents, custom development. - Provide end-to-end architectural and solutioning leadership for a highly complex, Agentforce implementation built on an existing multi-cloud Salesforce footprint (Sales, Service). - Experience implementing telephony integration in integrating Salesforce Service Cloud Voice with Avaya, including CTI strategy, call routing architecture, event handling, and telephony data synchronization. - In-depth knowledge of Service Cloud Voice LWC toolkit API, events, and Salesforce authentication flows is required. - We will work collaboratively to ensure project continuity and minimize the impact of any resource unavailability or leave, preventing unnecessary blockers or delays. Unavailability of the originally assigned resource should not cause a blocker or delay in the project. Responsibility: - The role requires flexible availability during critical project phases, including late and early US hours, to ensure timely support for offshore teams and resolution of technical questions. - Be accountable for the project success and responsible for the design, architecture and best practices - Own end-to-end solution architecture, including integration orchestration, dependency management, prompt framework design for Agentforce, Lightning and Apex development oversight, and integration with external systems. - Engage executive stakeholders, product owners, and enterprise architects to align solution strategy with organizational roadmap. - Partner with the DevOps resource to support deployment planning, CI/CD pipeline execution with tools like Flosum, release management, and environment governance to ensure smooth and reliable production deployments, with hands-on production activities remaining the responsibility of DevOps. - Act as bridge between project team and Salesforce Product Management team members - Ensure UPS Capability Roadmap and Salesforce Product Roadmap are aligned Discovery - Evangelize the Salesforce platform capabilities. - Define the target-state architecture, integration patterns, data models, sharing models, and governance frameworks required for scalable community/portal solutions. - Lead solution design workshops, validate solution feasibility to address business requirements, create architectural roadmaps, and ensure alignment with enterprise standards and security policies. - Build the acceptance criteria for the project collaboratively with the customer and get approved - Lead and develop any required proofs of concept to validate the solution options. - Technical Build Guidance - Advise on best practices to UPS and gain consensus among business-IT stakeholders. - Provide advisory support for the implementation of Agentforce and Service Cloud Voice features and resolution of technical Salesforce-related issues. - Advise on the development of prompts and LWCs required to meet the business requirement. UAT and Go-live - Support UAT planning and guide development team in performing root cause analysis, resolving defects - Support deployment activities in partnership with DevOps, including release validation, smoke testing, and rollback planning - with hands-on production activities remaining the responsibility of DevOps Experience Requirement - 12+ years Salesforce Technical Architecture experience Certification Requirement - Salesforce Certified Technical Architect (CTA) – preferred. - Salesforce Certified Application Architect – required. - Salesforce Certified System Architect – required. #LI-NorthAmerica About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us. NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. 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