Senior Solution Architect (Agentforce Contact Center)

Quick Facts

• Role: Senior Solution Architect (Agentforce Contact Center)

• Focus: Enterprise solution architecture and delivery for Agentforce Contact Center

Description

Serve as a strategic, hands-on advisor for enterprise clients, leading one or more workstreams focused on Agentforce Contact Center. Co-create the solution vision, translate business requirements into comprehensive system and functional designs, and guide agentic delivery using emerging AI technologies. Manage risks, correct program direction when needed, and secure customer acceptance through clear communication with stakeholders.

Responsibilities

• Act as a strategic advisor using deep expertise in Agentforce Contact Center

• Guide customers and colleagues in rationalizing and deploying emerging technologies that increase business value

• Guide agents to support delivery outcomes

• Work collaboratively and teach complex concepts; use creative, prescriptive thinking across stakeholder levels

• Identify, proactively manage, and resolve risk areas

• Manage customer expectations and negotiate solutions with customers and third-party partners

• Review and correct project/program direction, approach, and key artifacts to keep solutions extendable and maintainable

• Drive program vision and articulate program/project strategies for technologies enabled via the Salesforce platform

Requirements

• Extensive experience configuring and customizing Agentforce Contact Center

• Ability to drive agentic delivery with experience in AI toolchains (e.g., Claude, Cursor, Elements Cloud)

• Expertise defining system architecture landscape, closing gaps between current and desired end-states, and delivering solutions aligned to business outcomes

• Experience leading discovery sessions; defining business requirements; writing user stories; providing system and functional designs

• Experience documenting business processes and wire-framing system designs using process flow diagram tools, UML, and sequence diagrams; recommending future-state process and system improvements

• Strong presentation skills to clearly articulate rationale to varied stakeholders, including C-suite

• Detail-oriented; able to rapidly learn and apply new concepts, business models, and technologies

• Strong written and verbal communication skills for appropriate audience materials

• Proven ability to deliver large-scale/enterprise implementations with multiple workstreams

• Strong interpersonal skills across diverse roles

• Travel up to 50%

Benefits

• Time off programs

• Medical, dental, vision, and mental health support

• Paid parental leave

• Life and disability insurance

• 401(k) and employee stock purchasing program