9 months ago
Base Salary
$220k - $350k/yr
Responsibilities
- Partner with Account Executives and Customer Success to discover, qualify, and design Salesforce solutions for complex service and support use cases
- Lead technical conversations with prospects and customers about Salesforce capabilities, Service Cloud architecture, and integration designs
- Architect scalable Salesforce Service Cloud ticketing and case management solutions, including automation, routing, knowledge models, and agent workflows
- Design and oversee Salesforce integrations with external systems using APIs, middleware, ETL platforms, and event-driven patterns
- Create reference architectures, reusable design patterns, and implementation playbooks for customer support and service delivery
- Provide hands-on Salesforce configuration, development, and troubleshooting as the subject matter expert for complex customizations and deployment practices
- Define Salesforce architecture best practices and technical standards in partnership with Sales, Product, and Engineering
Requirements
- 8–12+ years of experience in technical CRM architecture, systems integration, or enterprise solutions engineering, with a strong emphasis on Salesforce implementations
- Deep expertise with Salesforce Service Cloud, including case management, console configurations, omni-channel routing, and automation
- Experience integrating Salesforce with external ERP, ticketing, identity, and data systems through REST/SOAP APIs, middleware, or custom connectors
- Experience designing and implementing Salesforce data models, sharing and security models, Flows, Apex, and asynchronous patterns
- Ability to engage business leaders and technical delivery teams and translate complex requirements into architecture and implementation plans
- Demonstrated success leading technical pre-sales design engagements and driving architectural consensus in ambiguous enterprise environments
- Preferred experience building service and support platforms with Salesforce Service Cloud and integrated ticketing and support analytics
- Preferred hands-on experience with MuleSoft or equivalent integration platforms
- Preferred Salesforce Architect, CTA, Application Architect, or System Architect certification
- Preferred background with customer support systems such as Zendesk or Jira Service Management and migrating or integrating their workflows into Salesforce
Benefits
- Take-what-you-need vacation policy; UK employees receive 25 days of statutory leave
- Medical, dental, and vision benefits for employees and families
- Life insurance and disability benefits
- Retirement plan, such as a 401(k) or pension
- Parental leave
- Fertility and family-building benefits through Carrot
- Daily lunches and snacks in the office
- In-office work arrangement
Tech Stack
SOAP
Categories
Solutions Engineering
About Decagon
Decagon builds an enterprise conversational AI platform that deploys customer-support agents across voice, chat, email, SMS, and other channels. It sells to large brands via enterprise subscriptions and services, helping automate and personalize support workflows. Founded in 2023 and headquartered in San Francisco, Decagon’s customers include Avis Budget Group, Chime, Oura Health, and 1-800-Flowers.