Job Description
As the Principal Solution Architect, you will serve as the technical visionary and linchpin for our Customer Experience (CX) transformation. You will own the end-to-end architectural blueprint for our next-generation Call Center of the Future, ensuring that business ambitions are translated into scalable, secure, and innovative technical realities. Beyond technical design, you will act as a mentor to Senior Developers and Business Analysts, elevating the team's capabilities while defining the 12-24 month technical roadmap to keep us ahead of the competition.
Responsibilities
- Architectural Authority: Own the technical roadmap and solution design for the Salesforce ecosystem (Service Cloud, OmniStudio), making critical Build vs. Buy decisions and enforcing architectural standards across the domain.
- CX Transformation Strategy: Partner with business stakeholders to design a Digital First contact center strategy, proactively introducing innovations (AI-driven routing, Self-Service, Voice analytics) that reduce friction and cost.
- Bridge Business & Technology: Translate complex business requirements into granular technical specifications. Act as a technical mentor to Senior BAs, helping them understand platform capabilities to write feasible, high-quality user stories.
- Integration Governance: Define the integration contracts and patterns (e.g., Event-Driven, Pub/Sub) between Salesforce and Mulesoft, ensuring the architecture protects Salesforce limits while handling high-volume data.
- Hands-On Leadership: Serve as the ultimate escalation point for complex technical issues. When required, roll up sleeves to prototype complex Flows, debug LWC performance, or configure advanced OmniStudio components.
- Team Elevation: Mentor Senior Developers on advanced design patterns and code quality. Conduct architectural reviews to ensure solutions are scalable and future-proof.
Qualifications
- Bachelor's degree in Computer Science, Engineering, or related field.
- Master's degree preferred.
- Mandatory Certifications: Salesforce System Architect OR Application Architect
- Desirable: Salesforce OmniStudio Consultant, MuleSoft Certified Platform Architect.
- 12+ years of total IT experience
- 8+ years specifically in Salesforce Architecture and Development
- 3+ years in a Lead/Principal Architect role for large-scale transformation programs.
- Deep Service Cloud Mastery: Expert-level knowledge of Case Management, Omni-Channel Routing, Entitlements, and CTI (Computer Telephony Integration) implementations.
- OmniStudio (Vlocity) Architect: Proven ability to architect complex guided interactions using OmniScripts, DataRaptors, and Integration Procedures.
