What are the responsibilities and job description for the Salesforce Architect position at Sovereign Technologies?
Salesforce Solutions Architect (Customer Support Transformation)
Location: Coppell, TX
We’re looking for a senior technical Salesforce architect to partner closely with Customer Support and Operations and drive CRM transformation. This person will sit with users, understand how support teams actually work (dispatch, billing issues, case resolution), and design scalable Salesforce solutions that improve efficiency and customer experience.
Key Focus Areas
- Design and automate end‑to‑end Customer Support processes in Salesforce
- Define a target‑state CRM strategy (what modules to use, what to customize)
- Build automation with Flows, Omni‑Channel, routing, SLAs, and escalations
- Improve agent productivity through Service Console optimization
- Enable self‑service via Experience Cloud
- Implement Knowledge Management, integrations (telephony, Jira), and CSAT
- Deliver executive dashboards for visibility into support performance
Ideal Profile
- Hands‑on Salesforce Solutions Architect / Engineer
- Strong Service Cloud and automation experience
- Comfortable partnering with business users and driving change
- Strategic thinker with a builder’s mindset