7 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 is the leading conversational AI platform empowering every brand to deliver concierge customer experiences. Our technology enables industry-defining enterprises like Avis Budget Group, Chime, Oura Health, 1-800-FLOWERS.COM, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel. We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships.