Job Description
Job Description
The Salesforce Solution Architect plays a key collaborative role in transforming constituent engagement through technology-driven solutions. This role is focused on managing the technology that powers inbound and outbound communications across multiple channels—including email, phone, and SMS—using Salesforce Service Cloud, Salesforce Marketing Cloud, and third-party Contact Center solutions like Five9.
The Architect is responsible for enabling seamless inbound communication workflows, automating constituent journeys, and delivering personalized outreach strategies. By combining technical expertise, strategic planning, and a deep understanding of constituent needs, you will shape a high-performing Contact Center environment and engagement strategy.
This position requires expertise in Salesforce Service Cloud and Marketing Cloud, alongside experience integrating third-party tools such as Five9. Collaboration with business stakeholders, technology leaders, and cross-functional teams will be critical to designing and implementing innovative solutions that drive engagement, satisfaction, and operational efficiency.
The ideal candidate is a hands-on implementer and strategic thinker who thrives in collaborative environments and can deliver scalable, impactful solutions aligned with organizational goals.
RESPONSIBILITIES :
TEAM LEADERSHIP (25%)
- Team Management : Lead and mentor a team, providing guidance, and ensuring they have the resources to succeed. Collaborate with leadership to foster a supportive team environment.
- Performance Alignment : Ensure that individual and team performance goals are regularly reviewed and adjusted as needed. Align performance metrics with overall team success and client satisfaction, using data-driven insights to improve outcomes.
- Technical Lead on Projects : Act as the technical lead on large projects, adhering to the team’s architectural framework and roadmap. Make key technical decisions and contribute directly to solution development to meet business and strategic goals.
- Foster a Collaborative Culture : Work alongside leadership to cultivate an inclusive and collaborative environment, encouraging open communication, mutual support, and shared learning.
- Adherence to Standards : Ensure all work adhere to established processes, policies, and Salesforce best practices. Regularly evaluate performance and output, focusing on incremental improvements.
- Technical Support : Serve as the escalation point for complex Salesforce issues, providing guidance and expert-level troubleshooting for Salesforce Omni-Channel, Marketing Cloud, and Five9. Empower the team to resolve challenges, offering support and mentorship to ensure learning through problem-solving.
THOUGHT LEADERSHIP (25%)
Thought Leadership : Inspire and engage both the team and broader audiences through knowledge-sharing initiatives like lunch-and-learns, webinars, training and blog posts. Share insights to help others grow and advance in their Salesforce expertise.Innovation and Automation : Identify opportunities for process automation and operational improvement. Support the team in implementing innovative solutions that streamline workflows and boost productivity.Continuous Innovation & Improvement : Stay updated on Salesforce, Marketing Cloud, and Contact Center advancements, industry trends, and new technologies. Inspire the team to explore new ideas and approaches, implementing improvements that enhance the organization’s capabilities.Establish Best Practices : Promote Salesforce, Contact Center, and Marketing Cloud best practices through collaborative code reviews, clear documentation standards, and scalable, maintainable solutions. Support the team in implementing performance, security, and data integrity measures across all projects.TECHNOLOGY LEADERSHIP (50%)
Inbound Communications : Design and maintain workflows for managing inbound emails, phone calls, and SMS using Salesforce Service Cloud, Marketing Cloud, Five9, and other third-party tools.Outbound Communications : Create and automate outbound communication strategies, including personalized email campaigns, SMS notifications, and phone outreach, leveraging Salesforce Marketing Cloud and integration with Five9.Performance Monitoring : Set up dashboards and reports to track Contact Center performance, agent productivity, and communication metrics. Analyze performance data from Service Cloud, Marketing Cloud, and Five9 to refine processes and improve constituent outcomes.Consultation with Business Stakeholders : Act as a consultant when working with business stakeholders, offering expert advice on the capabilities of Salesforce Service Cloud, Marketing Cloud, and Five9. Translate business requirements into actionable technical solutions aligned with strategic goals.Problem Solving & Innovation : Collaborate cross-functionally to solve business challenges through creative solutions, leveraging Salesforce Service Cloud, Marketing Cloud, and Five9 to improve constituent engagement.Governance & Best Practices : Define and enforce governance frameworks to ensure adherence to best practices in Salesforce and third-party Contact Center tools. Lead efforts to establish coding standards, system architecture guidelines, and review processes to drive quality and consistency across the platform.Data Architecture & Integration : Design and manage integrations between Salesforce Service Cloud, Marketing Cloud, Five9, and other tools to ensure seamless data flow, scalability, and data integrity.Documentation & Knowledge Sharing : Create and maintain comprehensive documentation for systems and processes involving Salesforce Service Cloud, Marketing Cloud, and Five9. Promote a culture of knowledge sharing and transparency within the team.Customer Success & Satisfaction : Ensure all communication solutions contribute to customer success and satisfaction. Track outcomes through KPIs and feedback to ensure alignment with the organization’s mission and goals.MINIMUM QUALIFICATIONS, EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES :
Education & Experience
Experience : Minimum of 5 years in Salesforce-focused roles with deep expertise in Service Cloud, Omni-Channel, and communications workflows.Certifications : Salesforce Certified Advanced Administrator required; additional certifications (e.g., Salesforce Platform App Builder) are a strong plus.Contact Center Integration : Proven experience integrating third-party Contact Center solutions like Five9, Service Cloud Voice etcMarketing Cloud (Preferred ) : Experience with Salesforce Marketing Cloud is a plus.Leadership Experience : Experience mentoring and leading teams of Salesforce professionals, ensuring alignment with best practices.Solution Design & Development : Expertise in designing and implementing Salesforce solutions, including custom objects, flows, and process automation.Cross-Functional Collaboration : Experience working with stakeholders to translate business needs into technical solutions.Knowledge, Skills & Abilities
Solution Architecture & Leadership : Strong ability to design scalable, high-performance Salesforce solutions that meet business objectives and align with Salesforce best practices, while acting as a technical lead on projects.Team Leadership & Mentorship : Ability to lead and mentor a team, fostering a positive, high-performance culture and ensuring alignment with best practices.Project Technical Leadership : Ability to provide architectural guidance, make key technical decisions, and ensure solutions meet both technical requirements and business objectives.Cross-Functional Communication : Excellent written and verbal communication skills, with the ability to work effectively with both technical and non-technical stakeholders at all levels of the organization.Custom Solution Development : Expertise in developing and implementing custom apps, objects, flows, workflows, and automations, with a focus on scalable, maintainable solutions that align with business needs.Critical Information Evaluation : Ability to critically evaluate information gathered from multiple sources, reconcile conflicting inputs, and translate high-level business requirements into detailed technical solutions while distinguishing user requests from the underlying true needs.Self-Motivated & Independent : Self-driven and able to work both independently and collaboratively with teams in a remote environment, taking ownership of complex tasks from design through implementation.Salesforce Platform Expertise : Deep understanding of Salesforce architecture, process defaults, data structures, and the ability to assess the impact of new requirements on upstream and downstream systems.Continuous Learning : Proactively stays up-to-date with Salesforce releases, emerging technologies, and platform capabilities to drive improvements in system performance and user experience.Service Cloud Expertise : Advanced knowledge of Salesforce Service Cloud, including configuration, optimization, and integration.Contact Center Integration : Hands-on experience integrating third-party Contact Center tools like Five9, with a focus on improving communication workflows.Marketing Cloud Familiarity : Ability to leverage or integrate Marketing Cloud features for multichannel outreach strategies.Innovation & Problem-Solving : Strong ability to identify opportunities for improvement and implement innovative solutions.Data Integrity & Security : Proven ability to design secure and scalable data models with robust governance processes.Collaboration & Communication : Excellent interpersonal skills, with a focus on stakeholder engagement and cross-functional collaboration.Agile Methodology : Experience in Agile environments, managing projects through tools like Jira or Azure DevOps.Continuous Learning : Commitment to staying updated with Salesforce platform capabilities and industry trends.Added Plus : Familiarity with Service Cloud Voice, Education Cloud, Experience Cloud, Marketing Cloud, and Einstein Analytics
