Salesforce Solution Architect

University of Maryland Global Campus • Adelphi, MD

1d • Hybrid

About The Position

As the Salesforce Solution Architect, you will play a key collaborative role in transforming constituent engagement through technology-driven solutions. This role is focused on managing the technology that powers inbound and outbound communications across multiple channels—including email, phone, and SMS—using Salesforce Service Cloud, Salesforce Marketing Cloud, and third-party Contact Center solutions like Five9. The ideal candidate is a hands-on implementer and strategic thinker who thrives in collaborative environments and can deliver scalable, impactful solutions aligned with organizational goals. You will be responsible for enabling seamless inbound communication workflows, automating constituent journeys, and delivering personalized outreach strategies. By combining technical expertise, strategic planning, and a deep understanding of constituent needs, you will shape a high-performing Contact Center environment and engagement strategy.

Requirements

• Minimum of 5 years in Salesforce-focused roles with deep expertise in Service Cloud, Omni-Channel, and communications workflows.
• Experience working with stakeholders to translate business needs into technical solutions.
• Experience mentoring and leading teams of Salesforce professionals, ensuring alignment with best practices.
• Salesforce Certified Advanced Administrator required.
• Deep understanding of Salesforce architecture, process defaults, and data structures.
• Ability to assess the impact of new requirements on upstream and downstream systems.
• Advanced knowledge of Salesforce Service Cloud, including configuration, optimization, and integration.
• Hands-on experience integrating third-party Contact Center tools like Five9.
• Experience in Agile environments.
• Excellent written and verbal communication skills.
• Excellent interpersonal skills.
• Self-driven and able to work both independently and collaboratively.

Nice To Haves

• Additional certifications (e.g., Salesforce Platform App Builder).
• Experience with Salesforce Marketing Cloud.
• Familiarity with Service Cloud Voice, Education Cloud, Experience Cloud, Marketing Cloud, and Einstein Analytics.
• Proven experience integrating third-party Contact Center solutions like Five9, Service Cloud Voice etc.

Responsibilities

• Design and implement Salesforce solutions, including custom objects, flows, and process automation.
• Design scalable, high-performance Salesforce solutions that meet business objectives and align with Salesforce best practices, while acting as a technical lead on projects.
• Lead and mentor a team, fostering a positive, high-performance culture and ensuring alignment with best practices.
• Provide architectural guidance, make key technical decisions, and ensure solutions meet both technical requirements and business objectives.
• Develop and implement custom apps, objects, flows, workflows, and automations, with a focus on scalable, maintainable solutions that align with business needs.
• Critically evaluate information gathered from multiple sources, reconcile conflicting inputs, and translate high-level business requirements into detailed technical solutions while distinguishing user requests from the underlying true needs.
• Proactively stay up-to-date with Salesforce releases, emerging technologies, and platform capabilities to drive improvements in system performance and user experience.
• Configure, optimize, and integrate Salesforce Service Cloud.
• Integrate third-party Contact Center tools like Five9, with a focus on improving communication workflows.
• Leverage or integrate Marketing Cloud features for multichannel outreach strategies.
• Identify opportunities for improvement and implement innovative solutions.
• Design secure and scalable data models with robust governance processes.
• Engage with stakeholders and collaborate cross-functionally.
• Manage projects through tools like Jira or Azure DevOps.

Benefits

• 22 days of paid vacation
• 15 days of sick leave
• 3 personal days
• 16 paid holidays (17 during general election years)
• Health care, medical with vision, dental, and prescription plans
• Term Life Insurance
• Accidental Death and Dismemberment Insurance
• Long-Term Disability (LTD) Insurance
• Flexible Spending Accounts for medical and dependent care expenses
• Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS)
• Supplemental Retirement Plans: 401(k), 403(b), 457(b), and various Roth options
• Tuition Remission for Regular Exempt Staff
• Spouses and dependent children are eligible for undergraduate tuition remission after two years of service

What This Job Offers

• Job Type: Full-time
• Career Level: Senior