SFDC - Service Cloud Solutions Architect

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies-like the da Vinci surgical system and Ion -have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful-because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Position Summary

We are seeking a highly experienced Salesforce Service Cloud Architect to lead the design and implementation of scalable customer service and support solutions for the medical device industry. The ideal candidate will have deep expertise in Salesforce Service Cloud architecture, enterprise CRM transformation, and customer support operations, along with hands-on experience leading complex implementation programs.

This role requires a strong technology leader who can partner with business stakeholders to modernize customer support processes, improve agent productivity, enhance customer experience, and deliver scalable enterprise solutions integrated with multiple business systems.

Key Responsibilities

• Lead architecture, design, and implementation of enterprise Salesforce Service Cloud solutions.
• Partner with customer support, technical support, field service, quality, training, and commercial operations teams to define business requirements and scalable CRM solutions.
• Design and implement solutions leveraging:
  • Case Management
  • Omni-Channel Routing
  • Knowledge Management
  • Entitlements & SLAs
  • CTI / Telephony Integration
  • Digital Engagement
  • Customer Communities / Experience Cloud
  • Chatbots and AI-powered support
  • Email-to-Case and Web-to-Case
  • Service Console
• Define enterprise architecture standards, integration frameworks, and data governance strategies.
• Lead discovery sessions, solution workshops, architecture reviews, and roadmap planning.
• Provide hands-on technical leadership for Salesforce configuration, customization, integrations, and deployment activities.
• Design integrations with ERP, product management, entitlement systems, field service, and enterprise platforms.
• Collaborate with business leaders to improve customer support KPIs including case resolution time, customer satisfaction, and agent efficiency.
• Ensure solutions align with compliance and validation requirements within regulated medical device environments.
• Mentor developers, administrators, architects, and business analysts on Salesforce best practices.
• Support release planning, DevOps processes, environment strategy, and governance.

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field.
• 10+ years of Salesforce platform experience.
• 5+ years of hands-on Salesforce Service Cloud implementation experience.
• Proven experience leading large-scale CRM and customer service transformation initiatives.
• Strong expertise in:
  • Salesforce Service Cloud
  • Experience Cloud
  • Salesforce Platform Architecture
  • Customer Support Operations
• Experience working in medical device, healthcare technology, or regulated industries.
• Strong understanding of customer service processes, support operations, and service lifecycle management.
• Hands-on experience with:
  • Apex
  • Lightning Web Components (LWC)
  • Salesforce Flow
  • APIs and Integration Patterns
  • Data Migration and Data Governance
• Experience integrating Salesforce with ERP, telephony, knowledge management, and enterprise applications.
• Strong communication, leadership, and stakeholder management skills.
• Experience working within Agile and DevOps delivery models.

Preferred Qualifications

• Salesforce certifications such as:
  • Salesforce Certified System Architect
  • Salesforce Application Architect
  • Service Cloud Consultant
  • Integration Architect
  • Experience Cloud Consultant
  • Agentforce / AI-powered customer support
• Knowledge of FDA-regulated environments and validation processes.
• Experience leading global delivery and offshore/onshore teams.

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

U.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Preference will be given to qualified candidates who do not reside, or plan to reside, in Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, or Tennessee.

This position may be filled at a different job level than listed here depending on

business need and/or on the selected candidate’s experience, knowledge and skills.

Compensation will be based primarily on the job level at which the role is filled and the

candidate’s qualifications, consistent with applicable law.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target compensation ranges are listed.