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Position Purpose

The Salesforce Architect is a technical leader responsible for designing, building, and delivering scalable and sustainable Salesforce solutions across our various lines of business. In this role, you will oversee day-to-day operations of Salesforce applications, provide thought leadership, and navigate the team through design, architecture governance, and application roadmaps.

As the principal technical resource, you will partner closely with business stakeholders, product owners, and contact center teams to translate business requirements into robust, best-practice Salesforce architectures, ensuring long-term success and minimal technical debt. You will act as a key advocate for efficiency and continual improvement while mentoring delivery teams and modernizing our enterprise landscape.

Key Responsibilities

Solution Architecture & Design

• End-to-End Architecture: Lead the architecture and design of solutions across Salesforce platforms for multiple complex projects and day-to-day operations.
• Platform Optimization: Optimize customer service and sales operations by designing scalable, secure, and maintainable architectures aligned with enterprise standards.
• Core Strategy: Establish organization strategy, data models, sharing strategies, security models, governance frameworks, and integration patterns (including data privacy and large data volume considerations).
• Documentation: Lead technical design sessions and produce both high- and low-level solution documentation, ensuring clear system landscape documentation.

Voice, AI, & Engagement Capabilities

• Contact Center Innovation: Lead the implementation, enhancement, and integration of Service Cloud Voice solutions and telephony platforms.
• AI Implementation: Design and implement AI-powered agent experiences, including agent assist, summarization, knowledge recommendations, and productivity improvements.
• Marketing Integration: Align customer engagement journeys by providing architectural guidance for foundational Marketing Cloud (MC) and Marketing Cloud Personalization (MCP) touchpoints.

Technical Leadership & Governance

• Subject Matter Expertise: Serve as a trusted advisor, providing technical leadership and guidance on Apex, Lightning Web Components (LWC), Flows, and integrations.
• Team Mentorship: Mentor and provide technical oversight to onshore/offshore Salesforce engineers and administrators, ensuring high-quality deliverables.
• DevOps & Release Management: Drive release management, CI/CD, and DevOps best practices using package-based deployments, Metadata API, and tools like Git, Jenkins, or Bitbucket.

Operations & Agile Delivery

• Production Support: Investigate failures, resolve complex production issues, perform root cause analysis, and implement fixes using internal defect tracking tools.
• QA Collaboration: Partner with test engineers to support QA processes, review test plans/coverage, and help improve test automation.
• Agile Collaboration: Actively support agile methodologies (e.g., SCRUM, Kanban) and collaborate effectively within cross-functional teams.

Experience & Knowledge Required

Education & Experience

• Degree: Bachelor’s degree in Computer Science, Engineering, or a related field.
• Enterprise Experience: 10+ years of experience in enterprise platforms, with at least 10+ years specifically within the Salesforce ecosystem.
• Architect Experience: 4 to 5+ years of proven experience operating successfully in a Salesforce Architect role.

Technical Expertise

• Expert Level: Deep expertise in Salesforce Sales Cloud and Service Cloud features.
• Voice Requirement: Hands-on experience implementing and supporting Service Cloud Voice solutions is a must.
• Marketing Platforms: Functional knowledge and familiarity with Marketing Cloud (MC) and Marketing Cloud Personalization (MCP).
• Development & Integration: Proficient in Apex programming, Lightning Web Components (LWC), Flows, and platform security. Proven experience designing enterprise integrations using REST/SOAP APIs, event-driven patterns, and middleware (e.g., Talend, Informatica).
• DevOps Tools: Strong knowledge of Git-based source control, deployment/release pipelines (e.g., Jenkins, Bitbucket), and package-based deployments.

Soft Skills & Competencies

• Leadership: Strong leadership, influencing, and mentoring skills with the ability to manage onshore/offshore resources.
• Communication: Excellent stakeholder management, communication, and presentation skills to effectively bridge the gap between technical teams and executive business stakeholders.
• Problem Solving: Exceptional analytical and root-cause analysis abilities.

Preferred Qualifications

• Salesforce Certifications: Application Architect and/or System Architect certifications.
• AI Experience: Experience with Salesforce AI products such as Agentforce, Einstein AI, and generative AI capabilities.
• Scale: Prior experience working in large, complex enterprise environments.