Salesforce Service Cloud/Service Voice Business Architect

Atrium is a consulting firm that specializes in AI-driven solutions. The Salesforce Service Cloud/Service Voice Business Architect will work with clients to leverage AI and analytics to optimize solutions, manage customer engagements, and provide strategic leadership in aligning business needs with technology.

Responsibilities:

• Lead strategic visioning sessions and workshops (vision mapping, customer journeys, and roadmaps) to translate complex business needs into actionable system features and scalable solutions
• Serve as the primary liaison between stakeholders and technical teams, utilizing deep expertise in Service Cloud (Case Management, Omnichannel, Console, Knowledge, and Service Cloud Voice)
• Architect multi-cloud and multi-system solutions, including CTI integrations and CRM Analytics, while creating comprehensive landscape diagrams and use cases
• Conduct in-depth analysis of current systems, data, and operations to identify areas of improvement and create documentation that aligns with business value drivers
• Manage cross-departmental expectations and dependencies, translating complex data and automation needs into clear, actionable recommendations
• Demonstrate a profound understanding of the Salesforce.com platform and its dependencies, backed by relevant certifications and implementation experience
• Guide and mentor junior members of the Business Analyst team to foster growth and delivery excellence

Requirements:

• 8+ years of experience delivering consulting services to medium and large enterprises, with a proven track record of leading large, cross-functional workshops (10–50+ participants)
• Bachelor's Degree in a related field (e.g., Computer Science, Business, MIS) or an equivalent combination of education and work experience
• Strong analytical, problem-solving, and troubleshooting skills, with the ability to exercise mature judgment under adverse conditions
• Proficiency with Lucid Chart and Lucid Spark for process mapping and architectural visualization
• Demonstrated expertise in Sales Cloud and Service Cloud (certifications required)
• Ability to work from a U.S.-based home office and travel up to 25% as needed
• Knowledge of Tableau or CRM Analytics is highly preferred
• An enthusiastic and confident team-player mindset with a relentless focus on customer success