Solution Architect – Customer Care

Solution Architect – Customer Care

Title: Solution Architect – Customer Care

Location: Kharadi, Pune, India

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.

We are seeking a highly skilled Solution Architect – Customer Care to lead the design and implementation of scalable, integrated solutions that enhance customer service and order management across global contact centers. This role demands deep expertise in SAP CPI, Salesforce CRM, EDI, ESKER, and API-based integrations, with a strong emphasis on improving customer experience through seamless system connectivity and process automation.

What will you be doing?

• Strategic Business Partnership: Act as the primary liaison between Contact Center, Customer Care, and IT to align technology roadmaps with business goals.
• Team Leadership: Lead and mentor the Salesforce technical team, ensuring best practices in configuration, deployment, and platform health.
• Technology Advocacy: Proactively identify and pitch new technologies (like Salesforce Einstein AI) that can solve business pain points.
• Solution Design: Oversee the architectural integrity of the Salesforce Service Cloud, Experience Cloud, and Genesys Cloud integration.
• Roadmap Execution: Manage the "big picture" of the tech stack, ensuring global scalability and seamless cross-functional workflows.
• Value Realization: Demonstrate how technological investments improve key metrics like agent productivity, sales velocity, and customer satisfaction.

Key Performance Indicators (KPIs)

• Platform Adoption & Health: Measure the success of new Salesforce/Genesys features through user adoption rates and system uptime.
• Time-to-Value: Reduce the duration between a business partner's request and the delivery of a technical solution.
• Agent & Sales Productivity: Track improvements in Average Handle Time (AHT) and Sales Velocity resulting from AI and automation deployments.
• Stakeholder Satisfaction: Quarterly feedback scores from business partners (Sales, Service, and Marketing leadership).
• Team Development: Growth and certification milestones achieved by the Salesforce technical team under your mentorship.

What will you need to be successful?

​1. Salesforce CRM & Knowledge Management (50%)

Own the Salesforce Knowledge base, ensuring articles are accurate, actionable, and effectively used by agents to reduce Average Handling Time (AHT).

Lead AI-powered knowledge recommendations (Einstein Article Recommendations) to help service agents resolve cases faster.

Lead Salesforce Service Cloud, including Chat, Email-to-Case, and Case Routing, to optimize the user experience for support teams.

Collaborate with stakeholders to identify knowledge gaps, capturing, organizing, and maintaining the knowledge base.

Integrate CTI, IVR, chatbots, and omnichannel platforms with CRM and ERP systems.

Understand customer service workflows, case management, and escalation processes.

Ensure high availability and performance of contact center applications.

Support IT requirements for contact center KPIs and operational metrics.

2. Salesforce, EDI & SAP Integration (20%)

Manage the functional integration between Salesforce and SAP to ensure real-time data flow regarding customer master data, order status, and inventory levels.

Troubleshoot integration errors between SAP and Salesforce, working with technical teams to resolve data synchronization issues.

Map legacy business processes into Salesforce and SAP workflows to enhance data integrity.

Lead development and support of interfaces using IDOC, iFlows, RFC, Proxy, EDI, JDBC, BAPI, etc.

Work with middleware platforms including SAP PI/PO, SAP CPI, BizTalk, GHX, PACCOM, and ESKER.

Support e-invoice tax management integrations (e.g., Pagero, KSeF).

Assist service delivery teams in troubleshooting integration issues.

3. Chat, AI, & Optimization (20%)

Lead and optimize Salesforce Einstein Bots and live chat functionality for customer service.

Leverage Natural Language Processing (NLP) tools for improved chatbot interactions and automated case summarization.

Monitor chat KPIs (chat volume, deflection rate, customer satisfaction) to refine bot scripts and knowledge articles.

4. Training & Administration (10%)

Provide training and support to end-users on Salesforce functionalities and Knowledge Management best practices.

Maintain documentation for system changes and user guides using tools such as Nexxus

Partner with business analysts, developers, and IT teams to gather requirements and deliver solutions.

Provide architectural governance and maintain documentation.

Support training, testing, deployment, and post-go-live activities

Required Experience & Competencies

• Education: Bachelor’s or master’s degree in computer science, Information Systems, or a related field.
• Leadership Experience: 10+ years in IT, with at least 5 years leading technical teams or major CRM/Contact Center transformations.
• Salesforce Mastery: Deep understanding of the Salesforce ecosystem (Service Cloud, Experience Cloud) and how to leverage it for business growth.
• Contact Center Support: Proven track record supporting global contact centers, specifically using Genesys Cloud CX or similar telephony tools.
• AI Leadership: Experience implementing Salesforce Einstein AI to automate routine tasks and provide proactive business insights.
• Stakeholder Influence: Ability to build strong relationships with VPs and Directors, navigating complex global requirements with ease.
• Integration Strategy: High-level understanding of how MuleSoft connects our ecosystem, focusing on data flow rather than manual coding.
• Business Acumen: Exceptional ability to speak "business first," translating technical jargon into clear, value-driven language.
• Knowledge or work Experience Competencies  
• Salesforce & Einstein AI: Deep technical expertise in Service Cloud, Experience Cloud, and Einstein AI (including Einstein Copilot, Service Replies, and Work Summaries).
• Telephony & CCaaS: Hands-on architecture experience with Genesys Cloud CX, including CTI integration, IVR design, and Omni-Channel routing.
• Integration Leadership: Strong mastery of MuleSoft Anypoint Platform for designing reusable APIs and connecting AI models to disparate data sources.
• Business Relationship Management: Proven ability to act as a Strategic Advisor to business units, translating complex CX pain points into scalable technical roadmap
• SAP S/4HANA, SAP CPI, SAP PI/PO Salesforce CRM (Service Cloud, Experience Cloud) EDI standards (X12, EDIFACT) and tools (GHX, PACCOM) ESKER for document automation CTI/IVR, Omnichannel, and Voice of Customer tools REST/SOAP APIs and middleware integration patterns.
• Experience with cloud platforms (AWS, Azure) and microservices architecture is a plus. Excellent communication and stakeholder engagement skills. Preferred Certifications: Salesforce Certified Service Cloud Consultant or Application Architect SAP Certified Integration Associate – SAP Cloud Platform Integration TOGAF or equivalent enterprise architecture certification General Competencies Strong analytical and planning skills with a focus on quality and timelines.
• Ability to operate effectively in a global, multicultural environment. Demonstrates creativity, innovation, and ethical thinking in solution design. Proactively maintains industry knowledge and technical skills. Promotes and ensures security best practices across integration solutions

Preferred Certifications

• Salesforce Certified Service Cloud Consultant.
• Salesforce AI Associate or AI Specialist.
• BRMP (Business Relationship Management Professional).
• TOGAF or equivalent architecture framework.

General Competencies

• Empathetic Leadership: A focus on mentoring staff and improving the "Agent Experience."
• Strategic Negotiation: Skilled at managing competing priorities from different global business units.
• Innovation Mindset: Always looking for the "Next Best Action" for both customers and employees.

• Travel & Physical Requirements
• Travel: <20% for global stakeholder alignment.
• Physical: Light lifting.

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging: - Committed to Welcoming, Celebrating, and Thriving. Learn more about our Employee Inclusion Groups on our website (https://www.smith-nephew.com/).

Other reasons why you will love it here!

• Your Future: Major medical coverage + policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents’/Parents-in-Law’s Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport Facility for all employees; One-Time Meal provided to all employees as per shift. Night shift allowances.

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Experience Level

Senior Level