Senior Solution Architect – Agentforce Contact Center

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Act as a strategic and trusted advisor for clients in the PACE (Product, Automotive, Consumer, Energy) sectors, utilizing expertise in Agentforce Contact Center.

• Assist customers and colleagues in evaluating and implementing emerging technologies that enhance business value.

• Support agents in achieving delivery outcomes.

• Lead workstreams in complex enterprise client engagements.

• Collaborate with partners to realize customer visions while fulfilling critical deliverables.

• Analyze requirements and data to develop comprehensive solutions.

• Co-develop solution visions and oversee execution with customers.

• Secure customer acceptance for delivered solutions.

• Navigate challenging discussions and eliminate implementation barriers.

• Evaluate issues and challenges, determine root causes, and propose corrective actions.

• Engage with customer product owners, business process owners, and technical resources.

• Identify and proactively address risk areas until they are fully resolved.

• Manage customer expectations and negotiate resolutions with clients and third-party partners.

• Review and adjust project/program direction, methodologies, and key deliverables.

• Promote program vision and articulate project strategies that leverage Salesforce platform technologies.

⛳️ Requirements

• Significant experience with configuration and customization of Agentforce Contact Center.

• Familiarity with AI toolchains (e.g., Claude, Cursor, Elements Cloud).

• Advanced expertise in defining system architecture landscapes and pinpointing gaps between current and target states.

• Experience facilitating discovery sessions, outlining business requirements, writing user stories, and delivering detailed system and functional designs.

• Proficient in documenting business processes and creating wireframes for system designs using process flow diagram tools, UML, and sequence diagrams.

• Excellent presentation skills.

• Strong written and verbal communication abilities.

• Capacity to quickly learn and apply new concepts, business models, and technologies.

• Experience with large-scale/enterprise implementations that involve multiple workstreams.

• Ability to effectively communicate with individuals in various roles.

• Creative and resourceful problem-solving skills.

• Openness to travel up to 50%.

• A Bachelor’s degree (or equivalent foreign degree) in Technology, Engineering, or a related quantitative field is preferred; equivalent demonstrable work experience may be considered in lieu of a degree.

• Proven track record of delivering high-value business outcomes using an agile methodology.

• Demonstrated success in leading customer and/or partner success narratives.

• Relevant Salesforce certifications and accreditations are a plus.

• Consulting experience is highly recommended.

🏝️ Benefits

• Time off programs.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Mental health support.

• Paid parental leave.

• Life insurance.

• Disability insurance.

• 401(k).

• Employee stock purchasing program.

• Incentive compensation may be available for eligible roles.

• Equity may be available for eligible positions.