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.

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

We're 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

Viventium is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Viventium makes hiring decisions based solely on qualifications, merit, and business needs at the time.