Salesforce Architect

Salesforce Architect

Overview

Salesforce Architect

system health

middleware tools

Key Responsibilities

Client Success & Support Optimization

• Design and enforce structured

  case escalation workflows

  , including severity levels, auto-escalation rules, and SLAs.
• Implement and manage

  milestone tracking

  and

  entitlement processes

  to ensure timely support delivery across tiers.
• Monitor and analyze

  case handling time

  and escalation trends to improve response velocity and resource planning.
• Use AI and automation to flag cases at risk of escalation or SLA breach based on sentiment, history, or metadata.
• Enhance the

  Knowledge Base

  by improving structure, discoverability, and integration with case submission.
• Implement AI tools (e.g., Einstein, GPT search) to optimize case deflection and article surfacing during the support experience.

Architecture & Systems Engineering

• Architect and deliver scalable, maintainable solutions in

  Service Cloud

  that support evolving business needs.
• Build robust tooling for

  services and implementation teams

  , including project tracking, onboarding workflows, and automation.
• Write, review, and optimize

  Apex

  ,

  Lightning Web Components (LWC)

  , and

  Salesforce Flows

  .
• Architect and manage secure, scalable integrations using

  Informatica

  ,

  Zapier

  , and Salesforce APIs for platforms like NetSuite, CSM systems, and billing platforms.
• Collaborate with the Salesforce admin team and Sr. Director of Revenue Operations to align platform architecture with long-term business goals while addressing technical debt.

Governance, Documentation & Quality Assurance

• Lead initiatives for

  data governance

  , including field standardization, deduplication, and data integrity.
• Define and enforce best practices for naming conventions, validation rules, and documentation standards.
• Establish robust

  testing protocols

  , including UAT planning and regression testing.
• Maintain comprehensive, auditable

  technical documentation

  for all system logic, workflows, and integrations.
• Promote a documentation-first mindset across the Salesforce ecosystem.

Strategic Operations & Enablement

• Support the operationalization of

  partner programs

  , including planning and readiness for a future Partner Portal.
• Design secure, scalable data models for

  partner engagement

  , lead sharing, and services visibility.
• Contribute to systems that support

  consumption-based billing workflows

  , integrating data from external systems when necessary.
• Collaborate cross-functionally to prioritize enhancements that align with broader

  revenue operations goals

  .

Desired Skills & Experience

Were looking for a candidate with deep Salesforce expertise and a strong operational mindset—comfortable designing technical architecture, managing governance, and enabling high-impact use cases across services, support, and partner operations.

Required

• 6+ years of hands-on Salesforce experience with strong focus on

  Service Cloud architecture

• Experience supporting

  services and implementation workflows

  ,

  case management

  , and support operations
• Proficiency in

  Apex

  ,

  Lightning Web Components (LWC)

  ,

  Salesforce Flows

  , and

  API-based integrations

• Experience designing and managing

  case escalation frameworks

  , including milestones and entitlement processes
• Experience using

  case time-tracking data

  to improve team efficiency and resource allocation
• Strong commitment to

  documentation

  ,

  testing

  , and maintaining long-term system integrity
• Ability to

  translate technical concepts

  for non-technical stakeholders and influence cross-functional decisions
• Collaborative team player with experience working across

  admin, RevOps, and support

  teams

Highly Desired

• Familiarity with

  Sales Cloud

  functionality and use cases
• Experience with

  middleware platforms

  (e.g.,

  Informatica

  ,

  Zapier

  )
• Exposure to

  consumption billing models

  and usage-based pricing workflows
• Experience with

  Customer Success platforms

  such as

  Gainsight

  ,

  Totango

  , or

  ChurnZero

• Integration experience with

  NetSuite

• Experience supporting or designing

  partner operations

  or preparing for

  partner portal implementations

• Salesforce certifications such as

  Service Cloud Consultant

  or

  Application Architect