The Challenge

Reporting to the Director of Business Systems, the Senior Salesforce Solution Architect – CX and PS will play a pivotal role in driving the transformation and optimization of our customer support and Professional Service processes within the Salesforce ecosystem. We are seeking an experienced Senior Salesforce Solution Architect with a specialization in Customer support and Professional Service processes to join our dynamic team. If you possess a deep understanding of Salesforce and a proven track record of designing and implementing successful solutions, we invite you to apply and contribute to our continued growth.

The Mission:

1. Process Design:

• Collaborate with stakeholders to gather and analyze business requirements related to Customer Support and Professional Service processes.
• Design end-to-end solutions, incorporating industry best practices, Salesforce capabilities, and integration points.
• Create comprehensive architectural diagrams, process flows, and solution documentation.

2. Technical Leadership:

• Provide expert guidance to development teams, ensuring alignment with architectural standards, guidelines, and best practices.
• Lead the evaluation and selection of technologies, tools, and third-party applications that complement the Salesforce ecosystem.
• Oversee the development of technical specifications and ensure adherence to design principles.

3. Salesforce Configuration and Customization:

• Configure and customize Salesforce objects, fields, validation rules, flows, and custom code (Apex, Lightning Components) to support requirements.
• Leverage Salesforce Service Cloud and Certinia / Financial force and related tools to design and implement complex solutions. 

4. Integration and Data Management:

• Architect integration solutions to seamlessly connect Salesforce with external systems, ensuring data consistency and real-time information exchange.
• Define data migration strategies and oversee data cleansing and transformation efforts to ensure accurate and reliable data. 

5. Performance Optimization:

• Identify and address performance bottlenecks, scalability concerns, and other technical challenges within the current processes.
• Monitor system performance and collaborate with technical teams to implement optimizations

6. Solution Governance and Compliance:

• Ensure that the solution proposed complies with security, data privacy, and regulatory requirements.
• Lead solution reviews and ensure alignment with architectural guidelines.

7. Stakeholder Collaboration:

• Collaborate closely with cross-functional teams, including Customer Support, Professional Services, Operations, and Finance, to ensure solution meets business needs.
• Present technical concepts and solutions to both technical and non-technical stakeholders.

8. Mentorship and Training:

• Provide guidance, mentorship, and knowledge transfer to junior architects, admins and development teams.
• Conduct training sessions to enhance team members' understanding of processes and Salesforce best practices.

Your Experience Includes

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field (or equivalent experience).
• Salesforce Certified Application Architect or System Architect credentials.
• Minimum 5 years of experience as a Salesforce Solution Architect, with a focus on designing and implementing Service Cloud and Certinia/FinancialForce.
• Strong understanding of support and professional service processes, including lead management, opportunity tracking, quoting, pricing, and contract management.
• Excellent analytical and problem-solving skills.
• Exceptional communication and interpersonal skills.

Extra Awesome

• Experience working at a startup 
• Multiple Service Cloud implmentation
• Experience with other Salesforce products, such as Billing, Commerce Cloud, or Einstein Analytics.
• Previous experience in SaaS companies.
• Project management experience.