Senior Solution Architect - Agentforce Contact Center
About The Position
Salesforce Professional Services is seeking a Solution Architect to join their PACE (Product, Automotive, Consumer, Energy) organization. This role will serve as a trusted strategic advisor and platform expert, focusing on Agentforce Contact Center for large, complex enterprise customers. The Sr. Solution Architect will lead workstreams in customer engagements, partnering with stakeholders to drive vision and achieve key deliverables. They will act as hands-on advisors, utilizing strong communication, solution and technical knowledge, Salesforce product expertise, industry experience, consulting skills, and client business understanding to deliver customer return on investment. Solution Architects are expected to be strong presenters and facilitators, capable of co-creating vision, owning execution with the customer, and gaining customer acceptance of delivered solutions. They must be adept at driving difficult conversations, removing roadblocks, analyzing issues to resolve root causes, and identifying corrective actions. They will interact with technical and business customers at all levels, including C-suite, and collaborate with customer product owners, business process owners, and technical resources to understand requirements, analyze information, and craft comprehensive solutions. A strong understanding of typical industry business challenges and objectives is also required.
Requirements
- Extensive experience with configuration and customization with Agentforce Contact Center.
- Ability to drive agentic delivery, with experience in AI toolchains (e.g., Claude, Cursor, Elements Cloud, etc.).
- Expert level experience defining the system architecture landscape, identifying gaps between current and desired end-states, and delivering a comprehensive solution that will enable achievement of the desired business outcomes.
- Experience leading discovery sessions, defining business requirements, writing user stories and providing detailed system and functional designs.
- Experience in documenting business processes and wire-framing system designs using process flow diagram tools, UML, sequence diagrams, etc. as well as making recommendations for future state improved processes and system designs.
- Strong presentation skills; able to effectively present a point of view and clearly articulate the rationale to a variety of stakeholders.
- Detail-oriented individual with the ability to rapidly learn and take advantage of new concepts, business models, and technologies.
- Strong communication skills, both written and verbal; able to effectively develop materials that are appropriate for the audience.
- Must be a team player as demonstrated through a customer qualification of a large scale/enterprise implementation with multiple work streams.
- A great listener with the ability to communicate with people in diverse roles.
- Resourceful and innovative thinker who can work through and solve problems.
- Travel up to 50%.
Nice To Haves
- Bachelor’s degree (or its foreign degree equivalent) in a Technology, Engineering (any field) or a related quantitative discipline. Equivalent demonstrable work experience in lieu of a degree will be considered.
- Proven results in delivering high value business outcomes utilizing an agile approach.
- Proven results leading customer and/or partner success stories.
- Relevant Salesforce certifications & Accreditations.
- Consulting experience is strongly recommended.
Responsibilities
- Serve as a strategic, trusted advisor for PACE industry clients, leveraging deep expertise in Agentforce Contact Center.
- Guide customers and colleagues in rationalizing and deploying emerging technologies that drive increased business value.
- Guide agents to support delivery outcomes.
- Work collaboratively with strong communication skills, especially in teaching complex concepts, and creative, prescriptive thinking across various levels of a client organization.
- Identify and proactively manage risk areas and commit to seeing an issue through to complete resolution.
- Manage customer expectations; negotiate solutions to complex problems with both the customer and third-party partners.
- Review and correct project/program direction, approach, and key artifacts to keep programs on track and solutions extendable and maintainable going forward.
- Drive a program vision while advising and articulating program/project strategies to enable technologies including the Salesforce platform.
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
