Salesforce Solution Architect - Customer Digital Experience (CDX)

Job Summary

The Solutions Architect will play a large role in design, documentation and delivery of Salesforce products with a focus in customer-facing digital experiences, including customer portals, self-service capabilities, digital engagement journeys, and customer interactions across Salesforce platforms.

The primary responsibility is to work with the Salesforce Enterprise Architect to recommend the best solution for a given set of requirements and articulate the trade-offs involved in choosing one solution over another. These solutions should scale as the number of users increases and won’t acquire lots of technical debt or require manual changes as time goes on. The Solutions Architect should bring technology, people, and processes together using governance and expert communication and listening skills to ensure solutions truly meet the needs of the business. This role will need a big picture thinker and an in-depth problem solver. An architect must have broad and deep knowledge of Salesforce, but they also need to possess listening, communication, documentation and presentation soft skills. This position reports to the CRM Manager and requires experience managing multiple priorities and deadlines. This role will be mainly remote with time in the office for meetings as needed.

Job Location

This is a remote position, but candidates must be located in the state of Georgia within driving distance to the corporate office in the Perimeter area of Atlanta.

Job Responsibilities

• Conduct research into how each business unit is using Salesforce to recommend steps and a roadmap for Salesforce solutions

• Design scalable customer digital experiences leveraging Salesforce Experience Cloud, Customer Portals, Service Cloud, Marketing Cloud, Data Cloud, and emerging AI capabilities

• Work with the business users and Sales Operation/Commercial Excellence teams to learn best practices of different business units and work with CRM Team to propose new Salesforce solutions

• Partner with business stakeholders, UX teams, and product owners to enhance customer engagement, self-service adoption, and digital channel effectiveness

• Participate and/or lead the solution design and implementation including the configuration, development, quality assurance testing, and deployment of CRM solutions

• Collaborate with colleagues and customers to create prototypes and proofs of concept as a means of eliciting and defining requirements

• Document specifications and system design documents

• Assist with grooming and refining the Salesforce product backlog

• Write detailed user stories and provide guidance on user story writing style

• Ensure success and acceptance criteria are defined for each story

• Facilitate continuous communication among team members, ensuring timely responses to inquiries via email, JIRA, and Microsoft Teams chats

• Ability to perform administration tasks such as managing fields/relationships, flows, approval processes, page layouts, validation rules, email notifications, custom buttons/links, LWC, reports, dashboards, roles, profiles, sharing rules

• Continue to gain knowledge using Trailheads, seminars, books, and other methods

• Stay up to date on Release Updates and identify potential uses of new functionality

• Work with 3rd Party Vendors to ensure success of projects and oversee system design

• Provide demo of solutions/capabilities to team members and internal stakeholders

• Travel up to 10%

Job Requirements

• 5 or more years in the Salesforce eco-System

• Experience designing customer-facing digital platforms and self-service portals

• Strong understanding of customer digital experience (CDX) principles

• A pro-active personality, with a can-do attitude

• Excellent relationship-building skills

• Strong analytical skills, with the ability to observe trends. Able to actively make suggestions based on the results

• Must have certifications in sales cloud and other nice to have certifications are service cloud, experience cloud, marketing cloud.

• Available and responsive to questions, clarifications, and instructions

• Proficient in relational databases

• Ability to tailor communication to multiple audiences at all levels

• A self-starter, experienced in leading projects or delivery work streams

• Outstanding written communication skills

• Ability to document detailed specifications and system diagrams

• Ability to demonstrate concepts visually and in writing in a way that enables stakeholders to decide with confidence

• A strategic approach to solution design, with proven ability to develop and execute tactical plans to support the strategy

• Excellent ability to coach, motivate and direct work tasks to a multi-disciplinary team of Salesforce professionals

Compensation

• Base Salary – $120,000 - $140,000 per year

• 401k plan

• Short-Term/Long-Term Disability

• Life Insurance

• Health, Dental, and Vision Insurance

• Paid time off

• Paid Holidays

• Opportunity for annual bonus