Key skills
AIAWSGitHub ActionsGitHubVersion ControlEvent StreamingSalesforceCRMCI/CDLeadershipStakeholder ManagementCommunicationCollaborationSales
About this role
Key Responsibilities 1. Salesforce Architecture & Solution Design
- Define the future-state Salesforce architecture aligned with lead management, appointment workflows, dispositioning, and contact center operations.
- Architect solutions across Sales Cloud, Service Cloud, Experience Cloud (if applicable), and integrations with external systems.
- Lead design of data models, role hierarchies, permissioning, and governance for scalable operations.
- Establish coding standards, review Apex/LWC designs, and ensure best practices across orgs.
- Architect seamless integrations between Salesforce and:
- CCaaS platforms (AWS Connect / Five9)
- LeadPerfection (LP)
- Spotio
- MoEngage / marketing platforms
- SMS gateways (Hatch, etc.)
- Data layer / reporting systems
- Define API contracts, asynchronous patterns, event streaming, and error-handling mechanisms.
- Ensure Salesforce is the reliable system of record or engagement—based on the target-state model.
- Build technical frameworks supporting:
- Lead routing and prioritization rules
- AI-driven lead scoring
- Appointment scheduling workflows
- Disposition capture and quality validation
- Dialer workflows (predictive/power/manual)
- Ensure Salesforce supports unified workflows across all centers.
- Own the Salesforce BRD → HLD → LLD documentation for all modules.
- Establish DevOps, CI/CD, and environment strategy (scratch orgs, version control).
- Guide development teams on Apex, LWC, Flows, APIs, batch/async processing.
- Review technical deliverables, provide design direction, and lead technical workshops.
- Define Salesforce data model standards for Lead, Contact, Appointment, Disposition, and Activity objects.
- Ensure compliance with:
- Data privacy (GDPR, CCPA)
- HIPAA/PCI (if applicable)
- Salesforce Shield / encryption needs
- Support data migration, deduplication, and cleanup strategies.
- Work closely with Integration SMEs, Contact Center SMEs, AI teams, and business owners.
- Present architecture designs to leadership and steer technology decisions.
- Support cross-functional alignment for technology rollout, pilots, and scale deployments.
- Own CRM readiness for the 30-agent pilot including integrations, scripts, flows, and dashboards.
- Ensure Salesforce configuration and integrations are stable, monitored, and scalable for rollout across centers.
- 10+ years of Salesforce experience with at least 4+ years as a Technical Architect.
- Deep experience across:
- Sales Cloud, Service Cloud
- LWC, Apex, Flows
- Salesforce APIs (REST/Bulk/Streaming)
- Named Credentials, Security, Auth
- Integration patterns (Platform Events, ESB, middleware)
- Strong hands-on experience designing and reviewing scalable Apex/LWC solutions.
- Solid understanding of Lead Management, Connect Center Operations, Dialer integrations.
- Experience with appointment workflows, dispositioning, and sales/marketing automation.
- Prior exposure to systems like Spotio, LeadPerfection, Five9/AWS Connect is a plus.
- Proven experience defining org strategy, integration architecture, and multi-cloud designs.
- Expertise in DevOps (Copado/GitHub Actions), CI/CD pipelines, automated deployments.
- Ability to lead technical teams, coach developers, and enforce engineering best practices.
- Strong problem-solving and analytical abilities.
- Excellent communication and stakeholder management.
- Ability to simplify complex technical concepts for business and leadership teams.
- Ownership mindset and ability to drive architectural decisions end-to-end.
- Salesforce Certified Technical Architect (CTA) — preferred
- Salesforce Application Architect / System Architect
- Salesforce Platform Developer I & II
- Salesforce Sales/Service Cloud Consultant
- Experience with Mulesoft or similar middleware certifications is a plus.
- Define the future-state Salesforce architecture aligned with lead management, appointment workflows, dispositioning, and contact center operations.
- Architect solutions across Sales Cloud, Service Cloud, Experience Cloud (if applicable), and integrations with external systems.
- Lead design of data models, role hierarchies, permissioning, and governance for scalable operations.
- Establish coding standards, review Apex/LWC designs, and ensure best practices across orgs.
- Architect seamless integrations between Salesforce and:
- CCaaS platforms (AWS Connect / Five9)
- LeadPerfection (LP)
- Spotio
- MoEngage / marketing platforms
- SMS gateways (Hatch, etc.)
- Data layer / reporting systems
- Define API contracts, asynchronous patterns, event streaming, and error-handling mechanisms.
- Ensure Salesforce is the reliable system of record or engagement—based on the target-state model.
- Build technical frameworks supporting:
- Lead routing and prioritization rules
- AI-driven lead scoring
- Appointment scheduling workflows
- Disposition capture and quality validation
- Dialer workflows (predictive/power/manual)
- Ensure Salesforce supports unified workflows across all centers.
- Own the Salesforce BRD → HLD → LLD documentation for all modules.
- Establish DevOps, CI/CD, and environment strategy (scratch orgs, version control).
- Guide development teams on Apex, LWC, Flows, APIs, batch/async processing.
- Review technical deliverables, provide design direction, and lead technical workshops.
- Define Salesforce data model standards for Lead, Contact, Appointment, Disposition, and Activity objects.
- Ensure compliance with:
- Data privacy (GDPR, CCPA)
- HIPAA/PCI (if applicable)
- Salesforce Shield / encryption needs
- Support data migration, deduplication, and cleanup strategies.
- Work closely with Integration SMEs, Contact Center SMEs, AI teams, and business owners.
- Present architecture designs to leadership and steer technology decisions.
- Support cross-functional alignment for technology rollout, pilots, and scale deployments.
- Own CRM readiness for the 30-agent pilot including integrations, scripts, flows, and dashboards.
- Ensure Salesforce configuration and integrations are stable, monitored, and scalable for rollout across centers.
- 10+ years of Salesforce experience with at least 4+ years as a Technical Architect.
- Deep experience across:
- Sales Cloud, Service Cloud
- LWC, Apex, Flows
- Salesforce APIs (REST/Bulk/Streaming)
- Named Credentials, Security, Auth
- Integration patterns (Platform Events, ESB, middleware)
- Strong hands-on experience designing and reviewing scalable Apex/LWC solutions.
- Solid understanding of Lead Management, Connect Center Operations, Dialer integrations.
- Experience with appointment workflows, dispositioning, and sales/marketing automation.
- Prior exposure to systems like Spotio, LeadPerfection, Five9/AWS Connect is a plus.
- Proven experience defining org strategy, integration architecture, and multi-cloud designs.
- Expertise in DevOps (Copado/GitHub Actions), CI/CD pipelines, automated deployments.
- Ability to lead technical teams, coach developers, and enforce engineering best practices.
- Strong problem-solving and analytical abilities.
- Excellent communication and stakeholder management.
- Ability to simplify complex technical concepts for business and leadership teams.
- Ownership mindset and ability to drive architectural decisions end-to-end.
- Salesforce Certified Technical Architect (CTA) — preferred
- Salesforce Application Architect / System Architect
- Salesforce Platform Developer I & II
- Salesforce Sales/Service Cloud Consultant
- Experience with Mulesoft or similar middleware certifications is a plus.
- Salesforce Certified Technical Architect (CTA) — preferred
- Salesforce Application Architect / System Architect
- Salesforce Platform Developer I & II
- Salesforce Sales/Service Cloud Consultant
- Experience with Mulesoft or similar middleware certifications is a plus.