Salesforce Solution Architect - Service
Location: London, UK
Salary: Competitive salary and package dependent on experience
Level: Manager
Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next‑generation technology to each business challenge.
We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide for business performance inclusion and diversity.
“Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO
About the Accenture Salesforce Business Group
Accenture has established a global commitment to Salesforce called the Salesforce Business Group (SFBG); a focused executive‑level effort between Salesforce and Accenture, to turbo‑charge our joint business, and deliver outstanding customer experiences for our clients. You will be part of an exciting environment – we have the energy and pace of a start‑up, merged with the stability of a well‑established Salesforce capability (Accenture has been delivering Salesforce‑powered transformation for over 15 years).
The Accenture Salesforce Business Group exists to help our clients create the best customer and employee experiences on the planet. We do this by leveraging the best aspects of our deep knowledge of how to modernise organisations' selling, service and operational functions across all key industries. With deep knowledge of the power of Salesforce’s multiple cloud offerings, we help clients transform their employee and customer experiences. We believe that for organisations to be digital on the outside they must first optimise how they run their business with a clean digital core on which to conduct their operations. As a major global user of Salesforce ourselves we lead by example and are a great example of how we have modernised our sales, forecasting and commercial governance with Salesforce tools.
You will learn, grow and advance in an innovative culture that thrives on shared success and diverse ways of thinking. It is in that way that we believe that our customers will get the best results from their partnership with us. If you’re looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be your role. As part of our global team, you'll be working with cutting‑edge technologies and will have the opportunity to develop a wide range of new skills on the job.
What we are looking for
We are seeking a senior, client‑facing Salesforce Solution Architect who specialises in Service Cloud and the broader service domain, including digital engagement, contact centre transformation, omni‑channel service operations and workforce optimisation.
You will own end‑to‑end architecture for complex service‑led programmes, define target operating models enabled by Salesforce, and guide clients through modernising customer service across voice, digital and self‑service channels.
The ideal candidate brings deep industry experience in service operations (e.g., telco, utilities, public sector, financial services, retail or travel), understands how high‑performing service organisations run, and can translate that into scalable Salesforce‑led solutions.
You are creative, human‑centred in your approach, and passionate about leveraging Salesforce Service Cloud, Digital Channels, AI and automation to deliver outstanding customer and employee experiences.
As a Solution Architect, you will:
* 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.
We are looking for experience in the following
* 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. An understanding of how AI applies in these areas and what it means for the future of service organisations.
* Hands‑on experience designing solutions across:
* Service Cloud (Core Service, Omni Channel, Case Management)
* Digital Engagement (Chat, Messaging, Agents)
* Knowledge Management
* AI enabled service (Agentforce, ecosystem AI products)
* Integrations with telephony/CCaaS platforms (e.g. Amazon Connect, 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 with the ability to explain complex concepts simply.
Qualifications
* Typically 8+ years’ experience in Salesforce or enterprise solution architecture roles, with significant exposure to service transformations.
Set yourself apart
* 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 participating in RFP/RFQ processes.
* Demonstrable industry expertise (e.g., telco, utilities, financial services, public sector, retail) with a strong point of view 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.
What’s In It For You
At Accenture, in addition to a competitive basic salary, you will also have an extensive benefits package which includes 30 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice!
Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the first‑class services we are known for.
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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