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# Senior Salesforce Architect

- **Company:** Ocado
- **Location:** Hatfield, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Applications Architecture, Customer Data Management, Automation of Marketing, Systems Development Life Cycle, Release Management, Cloud Services, Salesforce.Com, Software Engineering, Systems Architecture, Systems Integration, Deployment Automation
- **Published:** September 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=90fd384500e74053

## About the Role

* Experienced Architect: You bring several years of experience designing and executing Salesforce Service Cloud architectures within a large, multi-channel customer service or contact centre environment (ideally 200+ advisors).
 * Technical Strategist: You have a proven track record of owning entire platform architectures, acting as a true technical partner who can steer product management on what is possible and constructively challenge business requests where necessary.
 * AI & Integration Enthusiast: You possess practical experience or deep architectural understanding of contact centre AI deployments, automation strategies, and integrating third-party solutions cleanly into Salesforce.
 * People & Delivery Lead: You are an inspiring leader who has successfully managed or mentored technical team members (developers, admins, or AI specialists) to deliver high-quality platform changes.
 * Rigorous Engineer: You have a deep understanding of standard software development life cycles (SDLC), release management, and sandboxing environments, working closely with central teams to maintain a highly stable platform., * Salesforce Certified Application Architect (OR Salesforce Certified System Architect)
And/Or

 * Salesforce Certified Service Cloud Consultant

## Description

At Ocado Retail, our IT & Product Support model is built around high-performing, in-house "Product Pods" that hold complete ownership of business-critical systems. This role sits within our Customer Hub Product Pod, the team responsible for driving, designing, and maintaining the systems and platforms that power our contact centre operations. Our mission is to ensure our customer service advisors have cutting-edge capabilities and that our customers experience flawless, automated support.

As our Senior Salesforce Architect, you will own the end-to-end technical architecture of our Salesforce Service Cloud platform. Operating at manager level, you will report directly to the Product Practice Lead and lead a dedicated engineering squad of six, consisting of Salesforce Developers, Salesforce Administrators, and platform-agnostic Customer Service AI Developers. You will be a strong technical counterpart to our Product Manager, actively steering technical decisions, translating requirements into robust architectural designs, and confidently pushing back or recommending alternative paths to ensure we build a platform of the highest standard.

What you'll do

 * Architectural Ownership: Define and lead the decision-making on the overarching architecture deployed in Salesforce Service Cloud, working closely with Central IT to align on integrations, security standards, and testing protocols.
 * Data we can trust: Design architectures that guarantee clean, accurate, and real-time customer data (from volumes to customer intent), ensuring everything we do in the Customer Hub is measurable and trackable to raise the bar continuously.
 * Technology that keeps pace: Build a flexible, future-proof tech stack with open, well-architected connectors that integrate seamlessly with AI, automation platforms, and emerging communication channels, allowing the business to pivot and grow rapidly.
 * Advisors set up to do their best: Direct the implementation of streamlined advisor workflows and AI-assisted tools (such as case summaries and next-best-action logic), allowing our front-line team to focus completely on the customer.
 * Fewer contacts, more resolutions: Champion architectures that drive self-service, deflection, and proactive resolution, whilst ensuring that when a human touch is needed, our systems enable first-time resolution.
 * Built to scale: Architect every platform, process, and technical tooling investment to scale in step with Ocado Retail's business growth, ensuring future scalability remains a non-negotiable core design principle.
 * Team Leadership & Reporting: Report directly to the Product Practice Lead, and provide line management, coaching, and technical mentorship to a team of six Salesforce and Customer Service AI professionals.