SFDC Solution Architect (Senior Engineer)

This role is part of Juniper's strategic Future of Support initiative and focuses on designing automated, scalable Salesforce-based solutions. The position drives digital transformation across customer support and services by aligning business needs, processes, data, and technology to deliver seamless and intelligent customer experiences.

Key Responsibilities:

SFDC Solution Architecture:

• Design and architect solutions on the Salesforce platform including Service Cloud, Experience Cloud, Data Cloud, Agentforce, Einstein AI, and Lightning Flows.
• Define scalable SFDC architectures and integrations with enterprise systems.
• Deliver end-to-end Salesforce-driven technology solutions from design to deployment.

Digital Transformation & Automation:

• Enable digital transformation of support systems by aligning business processes, operations, and technology.
• Architect solutions for customer self-service, automation, personalization, proactive support, and omnichannel experiences.
• Support enhancement of automation and self-service strategies to improve customer satisfaction and loyalty.

Systems & Platform Integration:

• Design interoperability between Salesforce and systems such as CRM platforms, bug tracking tools, messaging systems, telephony, chatbots, RPA tools, and collaboration platforms.
• Apply expertise with Salesforce, JIRA, Coveo, and Slack to build integrated enterprise solutions.

Process Improvement & Adoption:

• Identify, define, and implement process improvements and re-engineering opportunities.
• Improve adoption and effective usage of deployed platforms and tools.
• Evaluate industry technology trends and recommend suitable architectures to meet business requirements.

Data & Analytics Enablement:

• Work with data models, database design, data mining, and segmentation techniques.
• Support reporting, analytics, and data-driven decision-making initiatives.
• Combine large datasets and analytical insights to create optimization strategies.

Requirements & Solution Leadership:

• Lead efforts to understand business needs and capture requirements through BRDs and high-level solution designs.
• Define architecture, system specifications, estimates, and impact assessments for strategic initiatives.
• Provide expert guidance on solution feasibility and long-term scalability.

Qualifications:

Education & Experience:

• Bachelor's degree in Business Administration, Economics, Computer Science, MIS, or related field, or equivalent experience.
• 10+ years of overall experience with at least 5+ years in a solution architect, analyst, or related role.
• Salesforce certification as Administrator, Architect, or Consultant.

Technical Expertise:

• Strong knowledge of large enterprise systems including CRMs, bug tracking systems, and messaging platforms.
• Expertise in data modeling, database design, reporting tools, and analytics platforms.
• Proficiency in statistics, data analysis, and research methodologies.
• Experience troubleshooting complex application-level issues requiring independent judgment.