Sr. Solution Architect

Join Salesforce Professional Services as a Solution Architect championing our PACE (Product, Automotive, Consumer, Energy) organization. You'll serve as a trusted strategic advisor and platform expert focusing on Agentforce Contact Center for our largest, most complex enterprise customers.

Responsibilities:

• Serve as a strategic, trusted advisor for our PACE (Product, Automotive, Consumer, Energy) industry clients, leveraging deep expertise in Agentforce Contact Center
• Guide customers and colleagues in rationalizing and deploying emerging technologies that drive increased business value
• Guiding agents to support delivery outcomes
• Work collaboratively and having very strong communications skills, especially in teaching complex concepts, and creative, prescriptive thinking across various levels of a client organization
• Identify and proactively manage risk areas and commit to seeing an issue through to complete resolution
• Manage customer expectations; negotiate solutions to complex problems with both the customer and third-party partners
• Review and correct project/program direction, approach, and key artifacts to keep programs on track and solutions extendable and maintainable going forward
• Drive a program vision while advising and articulating program/project strategies to enable technologies including the Salesforce platform

Requirements:

• Extensive experience with configuration and customization with Agentforce Contact Center
• Ability to drive agentic delivery, with experience in AI toolchains (eg. Claude, Cursor, Elements Cloud, etc.)
• Expert level experience defining the system architecture landscape, identifying gaps between current and desired end-states, and delivering a comprehensive solution that will enable achievement of the desired business outcomes
• Experience leading discovery sessions, defining business requirements, writing user stories and providing detailed system and functional designs
• Experience in documenting business processes and wire-framing system designs using process flow diagram tools, UML, sequence diagrams, etc. as well as making recommendations for future state improved processes and system designs
• Strong presentation skills; able to effectively present a point of view and clearly articulate the rationale to a variety of stakeholders
• Detail-oriented individual with the ability to rapidly learn and take advantage of new concepts, business models, and technologies
• Strong communication skills, both written and verbal; able to effectively develop materials that are appropriate for the audience
• Must be a team player as demonstrated through a customer qualification of a large scale/enterprise implementation with multiple work streams
• A great listener with the ability to communicate with people in diverse roles
• Resourceful and innovative thinker who can work through and solve problems
• Travel up to 50%

Nice to Have:

• Bachelor’s degree (or its foreign degree equivalent) in a Technology, Engineering (any field) or a related quantitative discipline. Equivalent demonstrable work experience in lieu of a degree will be considered
• Proven results in delivering high value business outcomes utilizing an agile approach
• Proven results leading customer and/or partner success stories
• Relevant Salesforce certifications & Accreditations
• Consulting experience is strongly recommended

Benefits:

• Time off programs
• Medical, dental, vision
• Mental health support
• Paid parental leave
• Life and disability insurance
• 401(k)
• Employee stock purchasing program