Salesforce Architect with Contact Center transformation

Salesforce Architect with Contact Center transformation exp

Franklin, Tennessee (Prefer local but ready for remote for strong candidate)

CTH or FTE

Salesforce Architect with 12 + years of experience in Salesforce Architecture and delivery.

Salesforce Architect for Contact Center transformation with experience designing scalable Salesforce Service Cloud, Automotive Cloud, Experience Cloud and Data Cloud solutions. Own Customer360, Case360, Dealer360 and Vehicle360 architecture, integration patterns, security, environment strategy and architecture governance.

Lead design reviews, guide delivery teams and define future-state Agentforce and automation roadmap.
The role will partner with Client product owners, enterprise architects, business stakeholders and Persistent delivery teams to translate future-state contact center objectives into practical Salesforce designs.
Responsibilities include architecture governance, design decisions, risk mitigation, reusable solution patterns, documentation, release readiness support and alignment to target state priorities across Customer360, Case360, Dealer360, Vehicle360, Data360 and AI-enabled service operations.
Lead architecture governance, design reviews, technical standards, and solution decision-making across Customer360, Case360, Dealer360, Vehicle360, Data360, and Agentforce initiatives.
Define enterprise-wide Salesforce architecture, including application, data, security, integration, environment, and DevOps strategies.
Establish canonical data models, API standards, integration patterns, and reusable architecture frameworks to support multi-business-unit scalability.
Collaborate with Nissan business leaders, product owners, enterprise architects, and delivery teams to define the North Star architecture roadmap and future-state operating model.
Drive architecture alignment across Contact Center, Dealer Operations, Field Operations, Warranty, Connected Services, and Customer Engagement workstreams.
Provide technical oversight for Data Cloud, Customer360, Dealer360, Vehicle360, and AI-enabled service solutions, ensuring scalability, performance, and security.
Evaluate and recommend Salesforce platform capabilities, Agentforce, Einstein AI, automation, and emerging technologies to accelerate business outcomes.
Support Discovery workshops, business process transformation initiatives, solution estimation, roadmap planning, and implementation strategy development.
Guide development, integration, data, and QA teams to ensure adherence to architecture principles, delivery standards, and best practices.
Identify and mitigate architecture risks, technical debt, performance concerns, and platform scalability challenges while supporting release governance and production readiness.