Senior Solution Architect - Agentforce Contact Center
About The Position
Salesforce Professional Services is seeking a Senior Solution Architect to support its PACE (Product, Automotive, Consumer, Energy) organization. The role serves as a strategic advisor and platform expert focused on Agentforce Contact Center for large, complex enterprise customers. The architect leads one or more workstreams in sophisticated engagements, partnering with customers and colleagues to shape the vision, deliver key outcomes, and achieve customer return on investment. The role combines hands-on advisory work with solution and technical expertise, Salesforce product and industry knowledge, and consulting capabilities. The architect facilitates presentations and collaborative design, owns execution with customers, and secures acceptance of delivered solutions. They address difficult conversations and roadblocks, analyze issues to find root causes and corrective actions, and engage business and technical stakeholders at all levels, including the C-suite. Day to day, they work with customer product owners, business process owners, and technical resources to understand requirements and craft comprehensive solutions that address industry challenges and business objectives.
Requirements
- Extensive experience configuring and customizing Agentforce Contact Center.
- Ability to drive agentic delivery and experience with AI toolchains such as Claude, Cursor, or Elements Cloud.
- Expert-level experience defining system architecture landscapes, identifying gaps between current and desired states, and delivering solutions that enable business outcomes.
- Experience leading discovery sessions, defining business requirements, writing user stories, and producing detailed system and functional designs.
- Experience documenting business processes and wireframing system designs using process flow diagram tools, UML, sequence diagrams, or similar methods, and recommending improved future-state processes and system designs.
- Strong presentation skills, including the ability to present a point of view and explain the rationale to varied stakeholders.
- Detail-oriented, with the ability to learn and apply new concepts, business models, and technologies rapidly.
- Strong written and verbal communication skills, including the ability to develop audience-appropriate materials.
- Team-oriented, demonstrated through customer qualification on a large-scale or enterprise implementation with multiple workstreams.
- Ability to listen and communicate with people in diverse roles.
- Resourceful and innovative problem-solver.
- Willingness to travel up to 50%.
Nice To Haves
- Bachelor’s degree or foreign equivalent in technology, engineering, or a related quantitative discipline; equivalent demonstrable work experience may be considered instead.
- Proven results delivering high-value business outcomes using an agile approach.
- Proven results leading customer or partner success stories.
- Relevant Salesforce certifications and accreditations.
- Consulting experience is strongly recommended.
Responsibilities
- Serve as a strategic, trusted advisor to PACE industry clients, applying expertise in Agentforce Contact Center.
- Guide customers and colleagues in evaluating and deploying emerging technologies to increase business value.
- Guide agents to support delivery outcomes.
- Collaborate across customer organizations and explain complex concepts through strong communication, teaching, and prescriptive thinking.
- Identify and proactively manage risks, following issues through to resolution.
- Manage customer expectations and negotiate solutions to complex problems with customers and third-party partners.
- Review and correct project or program direction, approach, and key artifacts to keep work on track and ensure solutions remain extendable and maintainable.
- Drive a program vision and advise on project and program strategies that enable technologies, including the Salesforce platform.
- Lead workstreams and partner with customers and collaborators to deliver key outcomes and obtain acceptance of solutions.
- Analyze issues and obstacles, identify root causes, and recommend corrective actions.
- Lead discovery, understand requirements, and develop comprehensive solutions with customer product owners, business process owners, and technical resources.
Benefits
- Time off programs
- Medical insurance
- Dental insurance
- Vision insurance
- Mental health support
- Paid parental leave
- Life insurance
- Disability insurance
- 401(k)
- Employee stock purchasing program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
