Job Description
Role Title: Salesforce Solution Architect - Service
Location: London, UK
Salary: Competitive salary and package dependent on experience
Level: Manager
What we're looking for
We are seeking a senior, client‑facing Salesforce Solution Architect specializing in Service Cloud and the broader service domain, including digital engagement, contact centre transformation, omni‑channel service operations and workforce optimisation.
Responsibilities include:
* Own the end‑to‑end solution architecture across Service Cloud, Omni‑Channel, Digital Engagement, Knowledge, Case Management, and integration with telephony/contact centre platforms.
* Lead and facilitate client design workshops to understand service‑domain requirements and translate them into clear, scalable target architectures.
* Define solutions that optimise customer and employee experiences while ensuring technical feasibility, maintainability, and adherence to architecture best practices.
* Shape the customer service strategy alongside client stakeholders, advising on the transformation of contact centre operations, service processes, KPIs, and supporting technologies.
* Guide multi‑disciplinary delivery teams through build and implementation to ensure the architecture is realised effectively.
* Act as a recognised authority on Salesforce‑enabled service transformation within our practice, contributing to accelerators, best practices, and thought leadership.
* Support pre‑sales and solution shaping, helping clients understand how Salesforce Service Cloud, AI and omni‑channel capabilities can drive service excellence.
* Continue developing leadership, consulting, and Salesforce expertise through hands‑on delivery, mentoring and structured training.
Required Experience
* 8+ years’ experience in Salesforce or enterprise solution architecture roles, with significant exposure to service transformations.
* Proven background as a Solution Architect responsible for shaping Salesforce Service Cloud or service operations focused architectures.
* Deep understanding of contact centre operations including routing, queue management, workforce management, service KPIs, and digital/voice channel strategies.
* Hands‑on experience designing solutions across Service Cloud, Digital Engagement, Knowledge Management, AI‑enabled service, and integration with telephony/CCaaS platforms such as Amazon Connect or Genesys.
* Experience designing across multiple Salesforce clouds and integrating with downstream customer service, fulfilment, or operational systems.
* Designing secure, scalable multi‑audience digital experiences (e.g. portals, Experience Cloud).
* Ability to navigate client organisations and work directly with senior stakeholders – e.g. Heads of Customer Service, Contact Centre Operations and Enterprise Architects.
* Expertise addressing architectural concerns such as scalability, performance, security, compliance, multi‑channel routing and high availability design for service operations.
* Strong communication, facilitation and leadership skills.
Preferred Qualifications
* Experience shaping large‑scale contact centre modernisation or customer service transformation programmes using Salesforce and integrated ecosystem technologies.
* Pre‑sales or solution‑shaping experience, including estimation, architecture definition, and participation in RFP/RFQ processes.
* Demonstrable industry expertise (e.g., telco, utilities, financial services, public sector, retail) on modern customer service best practices.
* Contribution to architecture frameworks, accelerators, reusable patterns or service‑domain propositions.
* Advanced Salesforce certifications such as Service Cloud Consultant, Application Architect, System Architect, or progress toward CTA.
* Active involvement in the Salesforce community or thought leadership in the Service Cloud and CX/EX space.
Benefits
In addition to a competitive basic salary, Accenture offers an extensive benefits package including 30 days' vacation per year, private medical insurance, and an extra 3 days leave per year for charitable work of your choice. Flexibility and mobility are required, with onsite work as needed.
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be required to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to its service men and women.
Closing Date for Applications
31/05/2026 (Accenture reserves the right to close the role prior to this date should a suitable applicant be found.)
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