Salesforce Solutions Architect – Customer Support Transformation (Only W2)

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Job Title: Salesforce Solutions Architect – Customer Support Transformation

Location: Coppell, TX (Hybrid – 3 days onsite)

Job Description:

We are seeking a senior Salesforce Solutions Architect to lead CRM transformation initiatives focused on Customer Support and Operations. This role involves working closely with business users to understand support workflows (case management, dispatch, billing) and designing scalable Salesforce solutions to improve efficiency and customer experience.

Key Responsibilities:

• Design and automate end-to-end customer support processes in Salesforce
• Define and implement target-state CRM architecture and strategy
• Build automation using Flows, Omni-Channel routing, SLAs, and escalations
• Optimize Service Console to enhance agent productivity
• Enable self-service capabilities using Experience Cloud
• Implement Knowledge Management and system integrations (e.g., telephony, Jira)
• Develop dashboards and reporting for support performance and CSAT metrics
  
  

Must-Have Skills:

• Strong experience in Salesforce Service Cloud
• Expertise in Salesforce Flows, automation, and case management
• Hands-on experience with Omni-Channel, routing, and SLA configurations
• Experience with Experience Cloud and Knowledge Management
• Integration experience (CTI/telephony, Jira, APIs)
• Ability to work with business stakeholders and translate requirements into solutions
• Strong problem-solving and architectural design skills