Farmers Insurance

Lead Domain Architect – Service Operations, CRM

Farmers Insurance

full-time

Posted on:

Location Type: Hybrid

Location: California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Washington • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $143,360 - $255,500 per year

Job Level

Senior

Tech Stack

Cloud

About the role

  • Own and govern the technical architecture roadmap for the Service Operations domain, ensuring alignment with business goals and enterprise technology standards.
  • Lead the architectural design for key initiatives on the Salesforce and Service Management roadmaps, from concept to implementation.
  • Evaluate emerging technologies, patterns, and third-party solutions to modernize our platforms and enhance capabilities.
  • Create and maintain reference architectures, reusable patterns, and best practices for Salesforce Service Cloud(CRM) and Service Request Management (SRM) platforms.
  • Architect end-to-end solutions that encompass process automation, data integrity, security, and system integrations.
  • Design scalable solutions for case management, knowledge management, CTI integration, and agent console optimization.
  • Partner closely with business stakeholders in Service Operations, product managers, and engineering leads to understanding requirements and translating them into executable architectural designs.

Requirements

  • 6 years relevant experience in Domain Architecture required preferably in the delivery of single domain architecture solutions.
  • 6+ years of experience in enterprise IT, with at least 4-5 years in a solution or domain architect role.
  • Proven experience leading the architecture for complex, large-scale CRM or Contact Center as a Service Implementations.
  • Hands-on experience in designing and implementing solutions on the Salesforce platform, specifically with Service Cloud or Google Contact Center.
  • Proficient in Omni Channel customer communication strategy & architecture.
  • Bachelor’s degree preferred in Computer Science, Information Systems, Engineering, or a related field.
  • Salesforce Certified Application Architect or System Architect certification, preferred.
  • TOGAG or ITIL v3/v4 certification, preferred.
Benefits
  • Bonus Opportunity (based on Company and Individual Performance)
  • 401(k)
  • Medical
  • Dental
  • Vision
  • Health Savings and Flexible Spending Accounts
  • Life Insurance
  • Paid Time Off
  • Paid Parental Leave
  • Tuition Assistance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical architectureSalesforceService Managementprocess automationdata integritysystem integrationscase managementknowledge managementCTI integrationarchitectural design
Soft skills
leadershipcollaborationcommunicationstakeholder managementproblem-solving
Certifications
Salesforce Certified Application ArchitectSalesforce Certified System ArchitectTOGAFITIL v3ITIL v4