The Sr. Technical Architect, Salesforce Service Cloud is responsible for designing, governing, and evolving scalable Salesforce Service Cloud solutions that deliver an intuitive, efficient, and secure experience for service agents, internal users, and customers. This role partners closely with business stakeholders, product managers, and engineering teams to translate business requirements into robust Salesforce architectures while ensuring platform best practices, performance, security, and compliance.
You will provide architectural leadership across complex Salesforce implementations, guide development teams, and drive long-term platform vision in a regulated, enterprise environment.
PRIMARY RESPONSIBILITIES
Work closely with enterprise and solution architecture teams to design and govern complex Salesforce Service Cloud system architectures.
Own and drive Salesforce technical design decisions, including data models, integrations, security, automation, and scalability.
Perform architectural and code reviews; mentor Salesforce developers on best practices, patterns, and standards.
Partner with business stakeholders to gather requirements and translate them into scalable, reliable, and maintainable Salesforce solutions.
Design, build, and maintain Salesforce Service Cloud capabilities including Cases and Case Management, Knowledge, Omni-Channel routing, Service Console, Entitlements and SLAs (Milestones), CTI/telephony integration, self-service and Experience Cloud portals, Einstein Bots/chat, and reporting.
Architect and oversee integrations between Salesforce and external systems using APIs, middleware, and event-driven patterns.
Ensure Salesforce implementations meet enterprise security, compliance, and governance standards.
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Continuously improve Salesforce development processes, deployment practices, and architectural standards.
Contribute to end-to-end execution of compliance initiatives, including audit readiness and platform controls.
Support ongoing enhancements, platform optimization, and technical debt reduction across existing Salesforce components.
Act as a technical escalation point and trusted advisor for Salesforce-related architecture decisions.
COMPLIANCE & SECURITY RESPONSIBILITIES
This role works with PHI on a regular basis, both in paper and electronic form, and accesses systems that store or process PHI.
Must complete HIPAA/PHI privacy training, General Policies and Procedures Compliance training, and security training within the first 30 days of hire.
Must maintain current status on all required Natera compliance and security training.
QUALIFICATIONS
Bachelor's degree in Computer Science, Information Systems, or equivalent practical experience.
7+ years of overall IT or application development experience, with 5+ years of Salesforce platform experience.
Strong hands-on experience with Salesforce Service Cloud architecture and implementation.
Experience designing and governing large-scale, enterprise Salesforce implementations.
Hands-on experience with core Service Cloud features such as Case Management, Knowledge, Omni-Channel, Entitlements/SLAs, Service Console, and CTI/telephony integrations.
Proven experience with Salesforce security model, including profiles, permission sets, role hierarchy, sharing rules, and field-level security.
Experience with Salesforce declarative and programmatic capabilities including Flows, Apex, Lightning Web Components (LWC), and SOQL.
Experience integrating Salesforce with external systems using REST/SOAP APIs, middleware, and event-driven architectures.
Familiarity with cloud platforms (AWS preferred) and integration patterns.
Experience with CI/CD pipelines and Salesforce DevOps tools (e.g., Git, Salesforce DX, Copado, Gearset, or equivalent).
Strong understanding of data modeling, relational concepts, and data quality strategies.
Experience working in regulated or compliance-driven environments is strongly preferred.
Salesforce certifications preferred (e.g., Service Cloud Consultant, Application Architect, System Architect).
KNOWLEDGE, SKILLS, AND ABILITIES
Salesforce Service Cloud Architecture
Case Management, Knowledge, and Omni-Channel Routing
Apex, Lightning Web Components (LWC), SOQL
Salesforce Security & Governance
REST APIs and Integration Architecture
Event-Driven and Asynchronous Processing
Salesforce CI/CD and DevOps Practices
Data Modeling and Reporting
Cloud and Enterprise Integration Patterns
Strong analytical, problem-solving, and design skills
Excellent communication, presentation, and stakeholder facilitation abilities
Quality-first and compliance-oriented mindset
LI-DNI
The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.
Austin, TX
$152,800—$191,000 USD
OUR OPPORTUNITY
Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.
The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.
WHAT WE OFFER
Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!
For more information, visit www.natera.com.
Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.
All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.
If you are based in California, we encourage you to read this important information for California residents.
Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyb
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