Senior Solution Architect – Agentforce Contact Center

This is a fully remote position, open to applicants in Florida, +4 more locations.

📋 Description

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

• Utilize extensive knowledge of the Agentforce Contact Center.

• Assist customers and team members in rationalizing and implementing emerging technologies that enhance business value.

• Support agents in achieving delivery outcomes.

• Educate on complex topics and apply innovative, prescriptive thinking within client organizations.

• Identify and proactively address risks to ensure complete resolution.

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

• Review and refine project/program direction, methodologies, and essential artifacts.

• Ensure programs remain on schedule while providing extendable and maintainable solutions.

• Drive the program vision and clearly articulate project strategies that leverage Salesforce platform technologies.

• Lead workstreams in complex enterprise customer interactions.

• Collaborate with partners to fulfill customer vision and achieve significant outcomes.

• Analyze requirements and information to develop comprehensive solutions.

• Present and facilitate discussions with stakeholders, including C-suite executives.

• Secure customer acceptance of the solutions provided.

⛳️ Requirements

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

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

• Expert-level proficiency in defining system architecture landscapes, identifying gaps between current and desired states, and delivering thorough solutions.

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

• Proficient in documenting business processes and designing wireframes using tools for process flow diagrams, UML, sequence diagrams, etc.

• Excellent presentation skills.

• Strong written and verbal communication abilities.

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

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

• Ability to engage with individuals in various roles effectively.

• Resourceful and innovative problem-solving skills.

• Willingness to travel up to 50% of the time.

• Bachelor's degree (or equivalent foreign degree) in Technology, Engineering, or a related quantitative discipline, or equivalent demonstrable work experience in lieu of a degree.

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

• Established success in leading customer and/or partner success stories.

• Relevant Salesforce certifications and accreditations are advantageous.

• 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) plan.

• Employee stock purchasing program.

• Incentive compensation, where applicable.

• Equity opportunities, where applicable.