A day inthe life...

Cross-Cloud Architecture

• Own the end-to-end technical architecture across Salesforce Marketing Cloud Engagement and Salesforce Core, ensuring solutions work cohesively across Marketing Cloud, Service Cloud, Loyalty Management,Agentforce, Salesforce Voice, Data Cloud/Data 360, and connected systems.

• Define how customer, order, service, loyalty, consent, and marketing data move among Salesforce and MuleSoft, commerce, point-of-sale, Snowflake, and other enterprise systems.

• Maintain current architecture diagrams, system and data flows,integrationinventories, technical standards, support procedures, and solution documentation.

• Identifytechnical debt, platform risks, security concerns, and opportunities to simplify or improve the environment; ensure solutions are scalable, secure, resilient, and supportable.

Salesforce Marketing Cloud Engagement

• Provide hands-on technical leadership for Journey Builder, Automation Studio, Contact Builder, Email Studio, Mobile Studio and SMS, Data Extensions, subscriber data, SQL, segmentation, and triggered or transactional communications.

• Design and support Marketing Cloud Connect, APIs, SFTP and file transfers, imports and exports, and contact-key and subscriber-key strategies.

• Guideconsent, subscription, preference-management, data-retention, archival, and contact-count practices.

• Troubleshoot journeys, automations, data movement, and integrations, and ensure data entering Marketing Cloud is complete,accurate,timely, and connected to the correct Salesforce customer records.

Salesforce Platform and Service Cloud

• Provide architecture and hands-on support for Salesforce Core CRM, Service Cloud, case management, Omni-Channel routing, messaging, chat, SMS, Knowledge, and Flow and process automation.

• Support customer, contact, account, order, and interaction data, along with security, roles, permission sets, sharing, and access controls.

• Review, configure, or support Apex, Lightning components, APIs, custom development, and production troubleshooting, includingAgentforcecapabilities used by customer-service teams.

• Ensure customer-service representatives have reliable access to the customer, order, loyalty, andinteractioninformation needed to support customers.

Loyalty Management

• Provide technical leadership for loyalty programs and memberships, enrollment and account relationships,tiersand tier assessments, qualifying and non-qualifying currencies,pointsearning and redemption, and member benefits.

• Support promotions and loyalty rules, rewards, vouchers, coupons, offers, and transaction journals.

• Support birthday, anniversary,annual-gift, surprise-offer, and other event-driven processes, including integrations with commerce, point-of-sale, Marketing Cloud, and customer service.

• Monitor loyalty data reconciliation and lead production support when loyalty activity does not process correctly across stores, ecommerce, customer service, Marketing Cloud, or Salesforce.

Agentforceand Voice

• Provide architecture and technical support forAgentforcefor Service,AgentforceVoice, Salesforce Voice, and related telephony integrations.

• Support contact-center routing and agent workflows, voice transcription and call records, Omni-Channel integration, agent-assist capabilities, knowledge recommendations, automated and AI-supported interactions, and escalation to live agents.

• Establish monitoring and troubleshooting practices that keep voice and AI-enabled service capabilities reliable and supportable.

Integrations and Production Support

• Own and support integrations between Salesforce and external systems using MuleSoft, REST and SOAP APIs, platform events, scheduled and batch jobs, SFTP processes, and middleware connections.

• Quicklydeterminewhether an issue originates in Salesforce, Marketing Cloud, MuleSoft, commerce, point-of-sale, Snowflake, or another connected system.

• Lead the technical response when an integration failure affects customer service, loyalty, marketing, or core customer data; review logs, integration errors, failed automations, API activity, and data-processing results.

• Define monitoring, alerting, error-handling, and recovery standards, and coordinate with internal teams and outside partners until production issues are resolved.

• Participate in an appropriateproduction-supportand escalation rotation.

• Maintain platform stability through break-fix work, integration changes, release reviews, security and API updates, and ongoing technical improvements, even when major new development is limited.

Hands-On Technical Delivery

• Configure and prototype Salesforce solutions and build ormodifyFlows, automations, data mappings, SQL queries, and integrations when needed.

• Review Apex, Lightning components, Marketing Cloud scripts, APIs, and vendor-delivered code and configurations.

• Create proofs of concept for complex or high-risk solutions and support testing, release planning, deployment, and post-production validation.

• Review technical designs before development begins, step directly into delivery or troubleshooting when senior technical support isneeded, andkeep technical documentation current.

Technical Leadership and Team Development

• Serve as the in-house Salesforce subject matter expert andprovideday-to-day guidance to Salesforce administrators, developers, analysts, product owners, and technology partners.

• Mentor internal team members whoare developingskills across Salesforce Core and Marketing Cloud; pair with them during troubleshooting, configuration, development, and solution design.

• Explain technical concepts inclear languageand collaborate effectively with business partners, developers, administrators, vendors, and technology leadership.

• Establish Salesforce development, configuration, integration, security, and documentation standards and conduct architecture, design, and code reviews.

• Build andretainenough internal knowledge to reduce long-term dependence on outside consulting partners for routine architecture, troubleshooting, and production support.

Qualifications for the Position

Required Qualifications

• A four-year college degree isrequired, preferably in Computer Science, Information Systems, Software Engineering, or a related field.

• Eight or more years of Salesforce platform experience, including at leasttwoyears serving as a Salesforce Architect, Technical Lead, or equivalent senior technical role.

• Hands-on experience with both Salesforce Marketing Cloud Engagement and Salesforce Core, with strong experience in Service Cloud andcustomer-serviceprocesses.

• Experience designing, building, and supporting enterprise Salesforce integrations, including MuleSoft or a comparable enterprise integration platform.

• Hands-on experience with Journey Builder, Automation Studio, Contact Builder, Data Extensions, SQL, Marketing Cloud APIs, and marketing data and automation troubleshooting.

• Experience with Salesforce data models, Flow, Apex, APIs, security,permissioning, sharing, and platform configuration.

• Demonstrated ability to troubleshoot production issues across multiple Salesforce products and external systems.

• Strong understanding of REST and SOAP APIs, event-driven integrations, batch processing, middleware, and file-based integrations.

• Experience with source control, release management, testing, deployment, and post-production validation practices for Salesforce.

• Ability to balance long-term architectural direction with immediateproduction-supportand break-fix needs.

• Ability to quicklylearna complex existing environment, work through incomplete documentation, and independentlydeterminehow configurations, integrations, and data flowsoperate.<