Support System Architect, Level 2

This is a fully remote position, open to applicants in India.

📋 Description

• Define and execute the technical strategy for CXS systems and tools, with a focus on stability, scalability, and alignment with BST and other platform integrations.

• Lead efforts to integrate Generative AI and Machine Learning into customer support workflows, enhancing Forethought AI for automation and predictive assistance.

• Act as the subject matter expert for Salesforce, creating structured automation and workflows to improve customer experience.

• Oversee the complete solution architecture for Service Cloud, including Cases, Entitlements/SLAs, Omnichannel, Knowledge, Voice, Digital Engagement, Messaging, and Email-to-Case.

• Conduct technical design reviews, uphold coding standards, and sustain architecture runways.

• Provide guidance on licensing, capacity planning, SLAs, and cost/performance trade-offs.

• Oversee User Acceptance Testing (UAT), performance testing, and post-release hyper care.

• Manage cross-functional projects to ensure timely delivery while aligning with business objectives.

• Maintain documentation, governance, and best practices for system architecture.

• Collaborate with Tech Support, Customer Care, BST, and other teams to create solutions that address operational needs.

• Effectively communicate technical concepts to executive stakeholders.

• Establish principles for the administration and incremental evolution of AI and automation initiatives, ensuring that solutions are structured, scalable, and prepared for the future.

⛳️ Requirements

• 8–10+ years of experience in enterprise CRM.

• 6+ years of extensive hands-on experience with Salesforce.

• Demonstrated experience delivering Service Cloud at scale, handling over 10,000 cases per month, omni-channel routing, voice, and Knowledge Centered Service.

• Proficient in Apex, Flow Orchestration, Integration (REST, Platform Events), and API governance.

• In-depth knowledge of security & sharing, roles/profiles/permission sets, transaction control, and governor limits.

• Proven background in enterprise architecture or technical program management for customer experience systems at an enterprise scale.

• At least 5 years of experience in customer support technology ecosystems.

• Strong grasp of business systems and integrations.

• Practical experience with Generative AI, Machine Learning, and automation frameworks.

• Familiarity with AI-driven customer support platforms, such as Forethought or similar.

• Proven ability to influence and achieve alignment across technical and business teams.

• Exceptional program management and stakeholder engagement abilities.

🏝️ Benefits

• Employee Resource Groups to promote diverse voices.

• Coffee with Mark sessions, allowing employees to engage with our CEO on significant and sometimes challenging topics including mental health, work-life balance, and current affairs.

• Microsoft Teams communities centered on wellness, art, pets, family, parenting, and more.

• Occasional guest speakers who address issues relevant to our employee community.