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Senior Solution Architect – Agentforce Contact Center
Salesforce. Serve as a strategic, trusted advisor for PACE (Product, Automotive, Consumer, Energy) industry clients, leveraging expertise in Agentforce Contact Center .
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Serve as a strategic, trusted advisor for PACE (Product, Automotive, Consumer, Energy) industry clients, leveraging expertise in Agentforce Contact Center
- Guide customers and colleagues in rationalizing and deploying emerging technologies that drive increased business value
- Guide agents to support delivery outcomes
- Lead workstreams in sophisticated enterprise customer engagements
- Partner with collaborators to drive and achieve customer vision while completing key deliverables
- Analyze requirements and information, and craft comprehensive solutions
- Co-create solution vision and own execution with customers
- Acquire customer acceptance of delivered solutions
- Drive difficult conversations and remove implementation roadblocks
- Analyze issues and obstacles, resolve root causes, and identify corrective actions
- Interact with customer product owners, business process owners, and technical resources
- Identify and proactively manage risk areas through complete resolution
- Manage customer expectations and negotiate solutions with customers and third-party partners
- Review and correct project/program direction, approach, and key artifacts
- Drive program vision and articulate project strategies enabling Salesforce platform technologies
Requirements
What you’ll need- Extensive experience with configuration and customization with Agentforce Contact Center
- Experience in AI toolchains (e.g. Claude, Cursor, Elements Cloud)
- Expert-level experience defining system architecture landscapes and identifying gaps between current and desired end-states
- Experience leading discovery sessions, defining business requirements, writing user stories, and providing detailed system and functional designs
- Experience documenting business processes and wire-framing system designs using process flow diagram tools, UML, and sequence diagrams
- Strong presentation skills
- Strong written and verbal communication skills
- Ability to rapidly learn and apply new concepts, business models, and technologies
- Experience with large-scale/enterprise implementations involving multiple workstreams
- Ability to communicate with people in diverse roles
- Ability to solve problems resourcefully and innovatively
- Willingness to travel up to 50%
- Bachelor’s degree (or foreign degree equivalent) in Technology, Engineering, or a related quantitative discipline is preferred; equivalent demonstrable work experience in lieu of a degree will be considered
- Proven results delivering high-value business outcomes using an agile approach
- Proven results leading customer and/or partner success stories
- Relevant Salesforce certifications and accreditations are advantageous
- Consulting experience is strongly recommended
Benefits
Comp & perks- 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 roles