Salesforce Solutions Architect – Customer Support Transformation (Only W2)

Hybrid in Coppell, TX, US • Posted 2 hours ago • Updated 2 hours ago

Contract Corp To Corp

Contract W2

Contract Independent

No Travel Required

Able to Sponsor

Hybrid

Depends on Experience

Fitment

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Job Details

Skills

Salesforce Service Cloud
Omni-Channel
SLA
Jira
API
Automation
CRM

Summary

Job Title: Salesforce Solutions Architect – Customer Support Transformation

Location: Coppell, TX (Hybrid – 3 days onsite)

Job Description:

We are seeking a senior Salesforce Solutions Architect to lead CRM transformation initiatives focused on Customer Support and Operations. This role involves working closely with business users to understand support workflows (case management, dispatch, billing) and designing scalable Salesforce solutions to improve efficiency and customer experience.

Key Responsibilities:

Design and automate end-to-end customer support processes in Salesforce
Define and implement target-state CRM architecture and strategy
Build automation using Flows, Omni-Channel routing, SLAs, and escalations
Optimize Service Console to enhance agent productivity
Enable self-service capabilities using Experience Cloud
Implement Knowledge Management and system integrations (e.g., telephony, Jira)
Develop dashboards and reporting for support performance and CSAT metrics

Must-Have Skills:

Strong experience in Salesforce Service Cloud
Expertise in Salesforce Flows, automation, and case management
Hands-on experience with Omni-Channel, routing, and SLA configurations
Experience with Experience Cloud and Knowledge Management
Integration experience (CTI/telephony, Jira, APIs)
Ability to work with business stakeholders and translate requirements into solutions
Strong problem-solving and architectural design skills

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10120317
Position Id: 8931857
Posted 2 hours ago

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