Salesforce Architect

Salesforce Architect

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.

The ideal candidate brings strong development experience, deep understanding of business operations, and a passion for clean architecture, automation, and documentation. Experience with middleware tools (e.g., Informatica, Zapier), Customer Success Management (CSM) platforms, and consumption-based billing is highly desired.

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

Were looking for a candidate with deep Salesforce expertise and a strong operational mindset—comfortable designing technical architecture, managing governance, and enabling high-impact use cases across services, support, and partner operations.

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 designing partner operations or preparing for partner portal implementations
• Salesforce certifications such as Service Cloud Consultant or Application Architect