Solution Architect, Salesforce Service Cloud

Location: Madrid Office; hybrid work

Company

hirify.global's GTM Business Applications team supports scalable business technology and post-sale customer lifecycle solutions.

What you will do

• Bridge Support, Customer Success, Operations, RevOps, and engineering stakeholders by translating business needs into user stories and technical requirements.
• Lead solution design and process mapping across case management, entitlements, licensing, asset management, depot and logistics workflows, onboarding, renewals, and expansion support.
• Configure and administer Salesforce Service Cloud, including case routing, entitlement processes, milestones, Knowledge, Experience Cloud portals, Omni-Channel, assets, and product tracking.
• Drive customer support portal strategy and self-service implementation using Salesforce Experience Cloud.
• Collaborate on licensing and entitlement integrations with CPQ and Order Management systems.
• Coordinate sprint planning, backlog grooming, UAT, documentation, knowledge transfer, and enablement with engineering and offshore teams.

Requirements

• 8+ years of overall professional experience and 3+ years of hands-on Salesforce Service Cloud experience.
• Strong experience with post-sale processes, including case management, entitlements, licensing, asset management, and customer support operations.
• Hands-on expertise in Case Management, Entitlements, Knowledge, Experience Cloud/Portals, Asset Management, Flow Automations, and Approval Rules.
• Ability to design scalable solutions and translate complex business requirements for engineering teams.
• Excellent communication and stakeholder management skills, with experience in agile or Scrum delivery environments.
• Bachelor's degree in Computer Science, Business, or equivalent experience.

Nice to have

• Salesforce Administrator, Salesforce Service Cloud Consultant, or Salesforce Experience Cloud Consultant certification.
• Salesforce CPQ experience or experience working with CPQ and Lead-to-Order solutions.
• Experience with Gainsight, Totango, Conga, DocuSign, depot or logistics workflows, or field service management.
• Familiarity with Copado, Gearset, or similar Salesforce DevOps and CI/CD platforms.
• Experience supporting high-growth SaaS or data-driven GTM organizations.

Culture & Benefits

• Work in partnership with business stakeholders, senior engineers, internal teams, and offshore resources.
• Operate in an agile delivery environment with sprint planning, backlog grooming, and UAT coordination.
• Use AI tools and emerging technologies to improve workflows, accelerate solution delivery, and support team adoption.