Senior Salesforce Architect (Agent and Channel Experience)

Equivalent practical experience or a Bachelor’s degree in a related field. 5+ years of experience in Business Systems Engineering, Software or Enterprise Applications, preferably in a fintech, SaaS, or high-growth tech environment. Deep expertise in Salesforce (certifications preferred: Salesforce Admin, Advanced Admin, Platform App Builder, Developer I). Experience implementing and improving Salesforce platform observability and availability best practices. Experience with Salesforce Service cloud functionality (Case Management, Knowledge Base, Omni-Channel, Service Console). Hands-on experience in implementing and optimizing Service Cloud features (Skill-Based Routing, Entitlements, Messaging for In-App and Web, Einstein Gen AI for Service). Familiarity with Lightning web components, Apex, BuildKite, Github and other development or CI/CD tools within Salesforce. Strong understanding of data modeling, reporting, and analytics. Technical proficiency in Salesforce administration, declarative development (Flows, Process Builder, validation rules, SQL) and basic Apex development. Hands-on experience with JIRA, Notion, and Agile methodologies. Ability to thrive in a fast-paced, high-performance culture. Excellent problem-solving and communication skills.

Own and optimize Salesforce as the primary CRM. Set technical strategy for the team. Collaborate across teams in the product development lifecycle. Act as a force-multiplier for the team. Maintain and support integrations between Salesforce and core systems. Develop and enforce best practices for system governance, security, and data integrity. Translate business needs into scalable system solutions. Drive excellence and automation in DevOps. Improve workflows and eliminate manual processes using low-code tools. Manage system enhancements and customizations. Oversee JIRA boards for business systems projects. Develop metrics into system observability, availability, and performance. Monitor system performance, troubleshoot issues, and drive continuous improvements. Provide training and documentation.