Salesforce Architect

Viventium Software Inc. is a SaaS-based human capital management solution that provides a remarkable user experience and award
- winning software. Viventium provides flexible software and expert guidance so clients can be sure their payroll is done right.

Viventium offers specialized solutions in the health services markets which include home care agencies and skilled nursing facilities. Viventium Software supports all fifty of the United States with payroll and HR solutions.

Relax - you’re with Viventium.
**Overview**

We are seeking a strategic, hands-on **Salesforce Architect** to lead the evolution, scalability, and governance of our Salesforce environment. This role focuses on **Service Cloud**, **AI-driven enhancements**, **client services and implementation workflows**, and enabling **self-service support** and **partner operations**.

The Salesforce Architect will work closely with the Salesforce admin team and cross-functional stakeholders to deliver scalable, sustainable solutions while managing **system health**, **technical debt**, and **data governance**.

**Key Responsibilities**

**Client Success & Support Optimization**
- Design and enforce structured **case escalation workflows**, including severity levels, auto-escalation rules, and SLAs.
- Implement and manage **milestone tracking** and **entitlement processes** to ensure timely support delivery across tiers.
- Monitor and analyze **case handling time** and escalation trends to improve response velocity and resource planning.
- Use AI and automation to flag cases at risk of escalation or SLA breach based on sentiment, history, or metadata.
- Enhance the **Knowledge Base** by improving structure, discoverability, and integration with case submission.
- Implement AI tools (e.g., Einstein, GPT search) to optimize case deflection and article surfacing during the support experience.

**Architecture & Systems Engineering**
- Architect and deliver scalable, maintainable solutions in **Service Cloud** that support evolving business needs.
- Build robust tooling for **services and implementation teams**, including project tracking, onboarding workflows, and automation.
- Write, review, and optimize **Apex**, **Lightning Web Components (LWC)**, and **Salesforce Flows**.
- Architect and manage secure, scalable integrations using **Informatica**, **Zapier**, and Salesforce APIs for platforms like NetSuite, CSM systems, and billing platforms.
- Collaborate with the Salesforce admin team and Sr. Director of Revenue Operations to align platform architecture with long-term business goals while addressing technical debt.

**Governance, Documentation & Quality Assurance**
- Lead initiatives for **data governance**, including field standardization, deduplication, and data integrity.
- Define and enforce best practices for naming conventions, validation rules, and documentation standards.
- Establish robust **testing protocols**, including UAT planning and regression testing.
- Maintain comprehensive, auditable **technical documentation** for all system logic, workflows, and integrations.
- Promote a documentation-first mindset across the Salesforce ecosystem.

**Strategic Operations & Enablement**
- Support the operationalization of **partner programs**, including planning and readiness for a future Partner Portal.
- Design secure, scalable data models for **partner engagement**, lead sharing, and services visibility.
- Contribute to systems that support **consumption-based billing workflows**, integrating data from external systems when necessary.
- Collaborate cross-functionally to prioritize enhancements that align with broader **revenue operations goals**.

**Desired Skills & Experience**

**Required**
- 6+ years of hands-on Salesforce experience with strong focus on **Service Cloud architecture**:

- Experience supporting **services and implementation workflows**, **case management**, and support operations
- Proficiency in **Apex**, **Lightning Web Components (LWC)**, **Salesforce Flows**, and **API-based integrations**:

- Experience designing and managing **case escalation frameworks**, including milestones and entitlement processes
- Experience using **case time-tracking data** to improve team efficiency and resource allocation
- Strong commitment to **documentation**, **testing**, and maintaining long-term system integrity
- Ability to **translate technical concepts** for non-technical stakeholders and influence cross-functional decisions
- Collaborative team player with experience working across **admin, RevOps, and support** teams

**Highly Desired**
- Familiarity with **Sales Cloud** functionality and use cases
- Experience with **middleware platforms** (e.g., **Informatica**, **Zapier**)
- Exposure to **consumption billing models** and usage-based pricing workflows
- Experience with **Customer Success platforms** such as **Gainsight**, **Totango**, or **ChurnZero**:

- Integration experience with **NetSuite**:

- Experience supporting or des