Role Purpose
Provide senior, hands-on architecture leadership for Salesforce solutions spanning Agentforce, Data Cloud / Data 360, Salesforce Knowledge, Service Cloud, Voice/contact-center integrations and supporting custom components. The architect will own day-to-day solution design, technical problem solving, defect and root-cause analysis, architecture decisions, and coordination with Salesforce Product and Engineering when platform-specific expertise or product changes are required.
Key Responsibilities
Own end-to-end solution architecture across Salesforce Agentforce, Data Cloud / Data 360, Salesforce Knowledge, Service Cloud, Voice/contact-center integrations, Apex/custom services, APIs, logging and environment design.
Lead architecture and design reviews and maintain clear decisions, trade-offs, assumptions, dependencies and technical risks.
Translate business scenarios and production issues into technical investigation paths and actionable engineering changes.
Drive technical closure of production defects by tracing the full flow from customer interaction and intent through routing, query refinement, retrieval/ranking, grounding and final guidance.
Differentiate configuration/instruction issues, Knowledge/content issues, implementation defects and Salesforce Product/platform limitations; ensure root-cause conclusions are evidence-based.
Review and improve prompt/instruction design, query-refinement logic, retriever configuration, filters, Knowledge chunking/indexing, relevance scoring and grounding patterns.
Guide the use of business and operational context so customer intent remains the primary driver while supplemental data improves accuracy and relevance.
Partner with Knowledge teams on article structure, summaries, metadata, hierarchy/category strategy and targeted remediation based on measurable retrieval outcomes.
Own architecture decisions related to Data Cloud ingestion, refresh/indexing, search/index strategy, transform frequency, retrieval design and consumption optimization.
Assess Salesforce Product constraints and roadmap dependencies and escalate to Salesforce Product/Engineering when an issue cannot be solved through configuration or implementation changes.
Define technical readiness criteria, regression evidence and quality gates before broader production rollout.
Guide environment strategy, deployment architecture, Dev/QA/UAT/Production promotion paths, observability, diagnostics and production supportability.
Support performance and scale-readiness planning across Salesforce, Data Cloud, integration and contact-center layers.
Coach developers and technical leads through hands-on design direction, code/configuration reviews and troubleshooting support.
Required Experience
12+ years of enterprise solution architecture and delivery experience, including significant hands-on technical leadership.
5+ years of Salesforce architecture experience across Service Cloud and complex enterprise integrations.
Hands-on experience with Salesforce Agentforce / Einstein capabilities, prompt and instruction design, grounding and generative-AI patterns.
Strong experience with Salesforce Data Cloud / Data 360, including ingestion, data model objects, search/indexing, vector or hybrid retrieval, retrievers, transforms and consumption considerations.
Deep understanding of Salesforce Knowledge, article lifecycle, metadata/category design, chunking/indexing and retrieval patterns.
Experience troubleshooting RAG/LLM solutions and separating failures across intent, prompt/query generation, retrieval/ranking, grounding and response generation.
Strong Apex, API, integration and Salesforce platform architecture knowledge, with the ability to review technical designs and code.
Experience with Salesforce Voice/contact-center integrations, CTI/Open CTI and telephony/IVR context flows; Avaya experience is desirable.
Strong production troubleshooting skills using logs, traces, session/event data and reproducible test evidence.
Experience working with Salesforce Product, Engineering or support escalation teams on platform/product issues.
Ability to communicate complex technical findings in simple language to executives, business stakeholders and engineering teams.
Preferred Experience
Salesforce Certified Technical Architect (CTA) or advanced Salesforce architecture certifications.
Experience with large-scale contact-center, customer-service or agent-assist implementations.
Experience with RAG, embeddings, vector search, semantic/hybrid search and retrieval-quality evaluation.
Knowledge of LLM evaluation, prompt regression testing and graded test sets.
Experience with observability, performance engineering and production support for AI-enabled applications.
Experience in highly governed enterprise environments with multiple vendors and executive-level stakeholders.
Success Measures
Day-to-day architecture, defect triage and solution-design decisions are led efficiently with clear ownership.
Production retrieval and guidance issues are traced to the correct technical layer with a clear RCA status, owner and next action.
Technical teams operate from one agreed architecture and avoid parallel or conflicting solution paths.
Changes are supported by regression evidence rather than trial-and-error tuning.
Platform limitations and external dependencies are identified early and escalated with clear evidence.
Stakeholders receive credible technical readiness recommendations for production rollout and scale.
Recommended Collaboration Model
The architect should own day-to-day solution architecture, engineering direction, root-cause coordination and technical leadership. Salesforce Product and Engineering should be engaged for product strategy, platform-specific design validation, roadmap alignment, deep platform internals, and resolution of Salesforce-owned product limitations or defects.
