Senior Solution Architect - Agentforce Contact Center
Salesforce4 days ago
Base Salary
$123k - $227k/yr
Responsibilities
- Serve as a strategic advisor to PACE industry clients using Agentforce Contact Center expertise.
- Lead one or more workstreams in sophisticated enterprise customer engagements.
- Guide customers and colleagues in deploying emerging technologies and agentic delivery solutions.
- Lead discovery sessions, define business requirements, write user stories, and create system and functional designs.
- Document business processes and create wireframes, process flows, UML, and sequence diagrams.
- Manage risks, customer expectations, complex negotiations, roadblocks, and corrective actions through resolution.
- Review project and program direction, approaches, and artifacts to keep implementations on track and maintainable.
- Present and facilitate across customer stakeholders, including product owners, business process owners, technical resources, and C-suite leaders.
- Drive program vision and advise on strategies supporting Salesforce platform technologies.
Requirements
- Extensive experience configuring and customizing Agentforce Contact Center.
- Experience driving agentic delivery and using AI toolchains such as Claude, Cursor, and Elements Cloud.
- Expert-level experience defining system architecture landscapes, identifying gaps, and delivering comprehensive solutions.
- Experience with discovery, business requirements, user stories, system designs, process documentation, and future-state recommendations.
- Strong presentation, written, verbal communication, facilitation, problem-solving, and stakeholder-management skills.
- Experience contributing to large-scale or enterprise implementations with multiple workstreams.
- Ability to rapidly learn new concepts, business models, and technologies.
- Bachelor’s degree or foreign equivalent in technology, engineering, or a related quantitative discipline, or equivalent demonstrable work experience in lieu of a degree.
- Proven results delivering high-value business outcomes using an agile approach and leading customer or partner success stories are preferred.
- Relevant Salesforce certifications or accreditations and consulting experience are preferred.
Benefits
- Benefits include time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.
- The role requires travel of up to 50%.
- Salesforce uses a hybrid compensation structure that may include bonus, incentive compensation, equity, and benefits as applicable; base salary is listed separately.
Categories
Solutions Engineering
About Salesforce
Salesforce builds cloud-based customer relationship management software and a broader Customer 360 platform for sales, service, marketing, commerce, and analytics, sold by subscription to businesses and public-sector organizations. Founded in 1999 and headquartered in San Francisco, it trades on the NYSE under the symbol CRM. Its portfolio includes Sales Cloud, Service Cloud, Marketing Cloud, MuleSoft integration, Tableau analytics, and Slack for collaboration, with extensive developer tools and APIs.