Business Process Architect – Salesforce Service Cloud

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.

Technical Skills / Experience Required

• 8-10 years of strong hands-on experience in Salesforce Service Cloud architecture and implementation
• Experience in designing solutions for Case Management, Service Console, Omni-Channel Routing, and Field Service (FSL)
• Strong knowledge of digital messaging and customer interaction channels
• Experience in building and supporting Experience Cloud portals or self-service solutions
• Strong understanding of Salesforce automation and OOTB capabilities
• Experience in designing end-to-end service processes across internal and external platforms
• Strong integration experience with enterprise systems such as ERP, cloud platforms, and mobile applications
• Experience in designing scalable, secure, and maintainable Salesforce architecture
• Good understanding of Salesforce security model including role hierarchy, profiles, permission sets, sharing rules, field-level security, and row-level access
• Experience handling large datasets and performance-sensitive enterprise solutions
• Understanding of PII, regional compliance, and data privacy requirements
• Experience in defining and supporting solution roadmaps, release practices, testing, and governance
• Ability to work closely with business stakeholders, IT teams, process owners, and vendors
• Experience working in Agile delivery environments
• Strong ability to translate business strategy into technical architecture and implementation plans
• Experience in driving user adoption, rollout, and customer experience improvements

Good to Have / Nice 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
• Experience with Salesforce Field Service advanced features such as dispatching optimization or mobile workforce enablement
• Exposure to Salesforce analytics, dashboards, and KPI monitoring
• Knowledge of DevOps / CI-CD tools such as Copado, Gearset, or similar
• Exposure to microservices or event-driven integration architecture
• Experience in enterprise-level roadmap definition and solution strategy
• Experience in improving self-service portals and digital customer journeys

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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.