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.
Lead technical design reviews and governance sessions to ensure solutions are high-quality, performant, and aligned with strategic vision.
Define the architectural strategy for modernizing and integrating with legacy systems, ensuring a smooth transition and data consistency.
Serve as the lead technical authority for the Salesforce Service Cloud ecosystem.
Design scalable solutions for case management, knowledge management, CTI integration, and agent console optimization.
Define the architectural foundation for our core service management platform, driving improvements in workflow automation, request fulfillment, and reporting.
Design and oversee the integration architecture connecting Salesforce, SRM and other enterprise systems to create unified data flow and agent experience.
Partner closely with business stakeholders in Service Operations, product managers, and engineering leads to understanding requirements and translating them into executable architectural designs.
Serve as a trusted advisor to leadership on technology strategy, opportunities, and potential risks.
Mentor developers and junior architects, promoting a culture of technical excellence and architectural discipline.

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.
Experience in the insurance or financial services industry preferred.
Knowledge of contact center technologies, including CTI, IVR, and omnichannel routing.
Experience leading modernization initiatives, migrating functionality from legacy platforms to modern cloud-based solutions.
Familiarity with enterprise architecture frameworks such as TOGAF.
Expert knowledge of the Salesforce platform, including data models, integration patterns (APIs, middleware), security models, and governor limits.
Expert in Omni Channel implementations, ex: Chat, SMS, IVR.
Expert in Knowledge management solutions, Gen AI, NLP, AI Agent, RAG.
Proven ability to design and architect complex integrations between disparate systems.
Experience with architectural modeling and creating clear, concise design documentation.

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

SalesforceService CloudService Request ManagementOmni ChannelCTIIVRAI AgentNLParchitectural modelingintegration patterns

Soft skills

leadershipmentoringcommunicationcollaborationstrategic visiontechnical excellenceproblem-solvingadvisorygovernancestakeholder engagement