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Hyderabad, Telangana, India
Hybrid
Lead and implement the design and technical strategy for Salesforce Service Cloud in the Goodyear Fleet Business to deliver exceptional, consistent user experience for fleet customers, service providers and Goodyear front-/backoffice across digital and field channels.
As the Service Cloud Architect you will translate business strategy into a resilient Salesforce architecture - including, but not limited to, field service (FSL), case management, omni-channel routing, service console, digital messaging, and AI-driven scenarios. You will ensure integration with internal and external systems, security, and release practices driving tangible business outcomes, measured by KPIs.
1. Solution Architecture & Roadmap — Together with process owners and IT business partners define a future-proof Service Cloud architecture and implementation roadmap for all relevant business processes. Ensure that the designs meet business requirements, scalability, security, and maintainability requirements. Maximize the usage of Salesforce’s out-of-the-box functionality and AI/automation capabilities.
2.Integrations & End-to-End Service Flows — Design processes end-to-end from the perspective of all involved personas and across various internal and external platforms. Develop robust integration between Salesforce and other platforms, including ERP, Cloud, mobile etc. Strive for excellent user experience, seamless and robust process flows, and avoid redundancy.
3.Performance, Security & Compliance — Ensure the solution meets performance SLAs (large dataset handling, sharing model), role-based access controls (field- and row-level), and compliance requirements (PII, regional regulations). Implement monitoring and observability for key performance indicators.
4.Platform Delivery & Governance — Follow established policies and best practices for scope definition, implementation, testing, business activation and maintenance. Collaborate with other Salesforce IT teams to establish and enforce platform-wide global standards.
5.Customer Experience & Adoption — liaise with internal and external business stakeholders to develop and deliver outstanding role-based user experience and self-service/portal capabilities (Experience Cloud). Support rollout and adoption with agile project methodology.
Skills & Experience Required
6-8 years of Strong hands-on experience in designing and implementing Salesforce Service Cloud solutions
Expertise in Case Management, Service Console, Omni-Channel Routing, Knowledge Base, and Entitlements/SLA configuration
Experience in Salesforce Field Service (FSL) for scheduling, dispatching, and mobile workforce enablement
Strong experience in Experience Cloud (Community/Portals) for customer and partner self-service solutions
Ability to design scalable, enterprise-grade Salesforce architectures aligned with business requirements
Experience translating business processes into end-to-end Salesforce service workflows across multiple personas
Strong integration experience between Salesforce and enterprise systems such as ERP, mobile apps, and cloud platforms
Hands-on experience with API-based integrations (REST/SOAP) and middleware tools like MuleSoft or similar
Strong understanding of Salesforce security model including profiles, permission sets, role hierarchy, and sharing rules
Experience handling large data volumes with focus on performance optimization and scalability
Knowledge of compliance and data privacy requirements (PII, GDPR or similar regulatory standards)
Experience with Salesforce automation tools such as Flow, Approval Processes, and service automation logic
Strong solution architecture experience including roadmap definition and enterprise-level system design
Experience working in Agile delivery environments and managing iterative implementation cycles
Experience collaborating with business stakeholders, IT teams, and external vendors in complex environments
Good to Have
Exposure to AI-driven Salesforce capabilities such as Einstein, predictive routing, chatbots, or virtual agents
Exposure to global or multi-region Salesforce implementations
Experience with Salesforce Digital Messaging channels such as chat, SMS, or WhatsApp integrations
Knowledge of DevOps tools such as Copado, Gearset, or CI/CD pipelines
Exposure to event-driven or microservices-based architectures
Experience with reporting and dashboarding tools like Salesforce Reports, Tableau, or Power BI
Experience in designing customer journeys and improving self-service adoption through UX-driven design thinking
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Goodyear is one of the world's largest tire companies. It employs about 63,000 people and manufactures its products in 49 facilities in 19 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate
Goodyear is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law.