Salesforce Architect

Overview

Remote
Depends on Experience
Contract - W2
Contract - 12 Month(s)

Skills

Genesys
KPI
Routing
Roadmaps Management
Telephony
Pivotal
Workforce Management
NICE CXone
Amazon Connect
Omni Channel
Salesforce Architecture

Job Details

Job Title: Salesforce Architect

Location: Remote

Duration: Long Term

Job Description:
We are seeking a Senior Salesforce Architect to lead the architectural vision and strategic planning for our enterprise contact center technologies. This pivotal role will oversee contact center solutions, including Salesforce Service Cloud Voice, NICE CXone, Amazon Connect, Genesys and others. The architect will manage the business and technology capability catalogs, collaborate with stakeholders, and drive roadmap planning with a focus on value realization and scalable architecture. This role offers the unique opportunity to create and execute a development plan to build and refine your expertise, while also influencing the future of our contact center solutions.

Key Responsibilities:

  • Architecture Ownership & Strategy: Lead the end-to-end architecture vision and roadmap for contact center solutions across digital channels, including Salesforce Service Cloud and telephony platforms. Provide leadership in a multi-platform voice environment, defining integration strategies, call handling flows, and interaction analytics.
  • Workforce Management & Platform Architecture: Define architecture patterns for Workforce Management (WFM) solutions, including forecasting, scheduling, and real-time adherence, while ensuring integration with agent tools and reporting platforms. Design scalable service experiences through the architecture of Salesforce Service Cloud Voice, Omni-Channel, and modern integrations.
  • Capability Catalog & Roadmap Management: Maintain and evolve business and technology capability catalogs, identifying gaps and opportunities to inform architecture decisions and investment planning. Develop a multi-year roadmap that aligns business capabilities with enabling technologies, prioritizing solutions in collaboration with enterprise architects and business leads.
  • Strategic Engagement & Governance: Advise senior business and IT leaders on architecture implications for business cases, capability investments, and transformation strategies, including benefit/cost analysis. Review and approve tactical and strategic solution designs across projects to ensure architectural integrity and compliance.
  • Innovation & Collaboration: Stay up to date with industry trends and champion emerging capabilities such as AI-powered call summarization, sentiment analysis, predictive routing, and virtual agents. Work cross-functionally with business stakeholders, delivery teams, and other architects to drive cohesive execution.

Required Qualifications:

  • 5+ years of experience with Salesforce Service Cloud, including deep knowledge of Service Cloud Voice and Omni Channel, with 3+ years in telephony and contact center platforms, including NICE CXOne, Amazon Connect, Genesys
  • Strong experience with Workforce Management tools and architecture, including scheduling, performance, and integration with contact center operations.
  • Demonstrated experience building and maintaining business and technology capability catalogs.
  • Strong understanding of enterprise integration patterns, APIs, real-time data flows, and cloud infrastructure.
  • Proven experience creating personalized omni channel customer experiences while reducing agent's swivel chair access between multiple platforms
  • Proven ability to lead and guide delivery teams, providing architectural direction, coaching, and support throughout the project lifecycle.
  • Proven ability to communicate and collaborate effectively with senior executives and non-technical stakeholders.

Preferred Qualifications:

  • Salesforce certifications: Application Architect, System Architect, Service Cloud Consultant, Agentforce Specialist.
  • Experience with enterprise architecture frameworks such as TOGAF, SAFe, Zachman.
  • Familiarity with security, compliance and data privacy requirements in regulated industries.
  • Experience in large-scale, global Salesforce implementations.
  • Knowledge of service intake KPIs and reporting frameworks.

Regards

Ganesh.A

Sr Technical Recruiter

FutureTech Consultants, LLC

5655 Peachtree Parkway, Suite 212, Peachtree Corners, GA 30092

Direct:

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