Salesforce Solutions Architect/Engineer - W2

SweetRush • Fort Worth, TX

3d • Onsite

About The Position

As a Salesforce Solutions Architect/Engineer, you will be the primary architect behind our client’s evolving Customer Support (CS) infrastructure. Your work will directly impact agent efficiency and the overall customer experience by automating the "Life of a Case" and building a high-velocity support environment.

Requirements

• Architectural Expertise: Proven experience designing and implementing complex Salesforce Service Cloud solutions.
• Flow Mastery: Expert-level proficiency in building complex Salesforce Flows and automation logic.
• Service Cloud Depth: Deep understanding of Entitlements, Milestones, Omni-Channel routing, and the Service Console.
• Experience Cloud: Hands-on experience building and configuring Experience Cloud (formerly Community Cloud) for customer self-service.
• Integration Experience: Familiarity with connecting Salesforce to Jira and Telephony/CTI systems.
• Analytical Mindset: Ability to translate business requirements into technical roadmaps and executive-level reports.

Nice To Haves

• Salesforce Certified Solution Architect or Service Cloud Consultant certifications.
• Experience in the e-learning or digital agency space.
• Familiarity with Salesforce Chatbot configuration.

Responsibilities

• Process Architecture: Design end-to-end support workflows, including support settings, case statuses, and persona-based permissions for varied customer tiers.
• Intelligent Routing: Configure Omni-Channel and Skills-Based Routing to ensure cases are directed to the right expert at the right time.
• Complex Automation: Build advanced Salesforce Flows to handle cross-object logic, auto-responses, and automated escalations.
• Service Level Management: Design Entitlement Processes and Milestones to track and protect SLAs, ensuring no case falls through the cracks.
• Self-Service Strategy: Architect Experience Cloud sites to drive case deflection and empower customers with real-time ticket tracking.
• Console Optimization: Customize the Service Console using Macros and Quick Actions to create a "single-pane-of-glass" workspace for agents.
• Knowledge & Integration: Implement Salesforce Knowledge and connect external systems (like Jira and Telephony) to bridge the gap between support and engineering.
• Data-Driven Insights: Develop CSAT automation and executive dashboards to monitor process bottlenecks and agent performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed