Enterprise Architect (Salesforce, Customer Support & Marketing Operations)

Quick Facts

• Focus: IT architecture for Customer Support and Marketing Operations
• Key platforms: Salesforce (Sales/Service/Marketing Cloud) and Agentic AI/GenAI

Description

The role designs scalable, secure, and efficient IT solutions that raise KPIs for customer support and marketing operations. You will work closely with the CIO and business teams to translate business constraints and feedback into technical architecture, lead and mentor project teams, and proactively drive adoption of Agentic AI and GenAI solutions. You will also provide architecture plans, progress updates, and status reporting to leadership and implementation partners.

Responsibilities

• Architect scalable, secure, high-performing solutions for customer support and marketing operations
• Collaborate with the CIO team to gather requirements and feedback and convert them into technical architecture
• Partner with customer support and marketing operations business teams and developers to deliver real efficiency gains
• Provide technical leadership, lead project teams, and mentor delivery teams
• Proactively implement and promote Agentic AI and GenAI solutions using current trends and best practices
• Communicate architecture plans, progress, and status to management and implementation partners

Requirements

• 10+ years of experience as an IT Architect / Enterprise Architect
• Experience designing customer support solutions across email, chat, voice, and social channels
• Knowledge of CPG-specific processes and business context
• Practical experience with Hyperautomation
• Knowledge of the Salesforce ecosystem: Sales Cloud, Service Cloud, Marketing Cloud, Salesforce Lightning
• Strong analytical skills and ability to map business requirements to technical solutions
• Excellent communication skills and stakeholder management experience across all organizational levels
• Fluent English in speech and writing

Benefits

• Remote work flexibility (work from anywhere in the world)
• Interesting, capability-matched projects with room for innovation
• B2B contract without exclusivity
• Career development with exposure to latest technologies and varied projects