Lilly Pulitzer
Job Type:
Regular
Job DescriptionAbout the Position The Senior Salesforce Technical Architect - Marketing Cloud, Service & Loyalty is a hands-on, cross-cloud technical leader responsible for the architecture, stability, security, and supportability of Lilly Pulitzer's Salesforce ecosystem. This role owns the end-to-end technical design across Salesforce Marketing Cloud Engagement and Salesforce Core, including Service Cloud, Loyalty Management, Agentforce and Voice capabilities, Data Cloud/Data 360, and integrations with MuleSoft, commerce, point-of-sale, Snowflake, and other enterprise systems. The architect combines strategic architecture with hands-on delivery, production support, break-fix troubleshooting, release review, and ongoing platform improvements. The role serves as the in-house Salesforce subject matter expert, mentors internal team members, and maintains internal ownership and oversight of work delivered by outside partners. Success is reflected in faster issue resolution, more stable and supportable solutions, stronger documentation, fewer recurring failures, and increased independence of the internal Salesforce team.
A day in the 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, integration inventories, technical standards, support procedures, and solution documentation.
- Identify technical 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.
- Guide consent, 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, including Agentforce capabilities used by customer-service teams.
- Ensure customer-service representatives have reliable access to the customer, order, loyalty, and interaction information needed to support customers.
Loyalty Management - Provide technical leadership for loyalty programs and memberships, enrollment and account relationships, tiers and tier assessments, qualifying and non-qualifying currencies, points earning 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.
Agentforce and Voice - Provide architecture and technical support for Agentforce for Service, Agentforce Voice, 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.
- Quickly determine whether 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 appropriate production-support and 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 or modify Flows, 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 is needed, and keep technical documentation current.
Technical Leadership and Team Development - Serve as the in-house Salesforce subject matter expert and provide day-to-day guidance to Salesforce administrators, developers, analysts, product owners, and technology partners.
- Mentor internal team members who are developing skills across Salesforce Core and Marketing Cloud; pair with them during troubleshooting, configuration, development, and solution design.
- Explain technical concepts in clear language and 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 and retain enough 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 is required, preferably in Computer Science, Information Systems, Software Engineering, or a related field.
- Eight or more years of Salesforce platform experience, including at least two years 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 and customer-service processes.
- 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 immediate production-support and break-fix needs.
- Ability to quickly learn a complex existing environment, work through incomplete documentation, and independently determine how configurations, integrations, and data flows operate.
- Ability to work directly with business partners, developers, administrators, vendors, and technology leadership, supported by strong written and verbal communication skills.
Preferred Qualifications - Experience working in an environment with multiple Salesforce implementation partners or system integrators.
- Experience in retail, consumer products, ecommerce, or another loyalty-driven business.
- Experience with Agentforce, Agentforce Voice, Salesforce Voice, Service Cloud Voice, or related customer-service AI and telephony capabilities.
- Experience with Salesforce Data Cloud/Data 360 and customer-data activation across Salesforce products.
- Experience with data flows from Salesforce core to ecommerce, point-of-sale, ERP, Snowflake, customer-data platforms, or other enterprise systems.
- Experience with Salesforce Loyalty Management, including loyalty data models, rules, currencies, tiers, promotions, rewards, transaction journals, integrations, and reconciliation.
- Experience supporting customer engagement across email, SMS, chat, voice, and other channels.
- Experience mentoring Salesforce administrators, developers, or other team members who are building cross-cloud technical skills.
Preferred (but not required) Salesforce Certifications - Salesforce Certified Application Architect and/or Salesforce Certified System Architect.
- Salesforce Certified Platform Integration Architect and Salesforce Certified Service Cloud Consultant.
- Salesforce Certified Marketing Cloud Engagement Consultant and/or Marketing Cloud Engagement Developer.
- A Salesforce Certified Technical Architect credential is valuable but is not required.
- This position is classified as full-time salaried; it is exempt and is not eligible for overtime. This position is eligible for standard company benefits.
- This position is remote based, with some travel required to our home office in King of Prussia, Pennsylvania. Travel needs will be determined by the supervisor.
- Given the seasonality of the business, this position may require flexible, additional working hours during peak periods.
- This position is expected to collaborate effectively with other individuals in alignment with our Core Values and Core Leadership Qualities.
- This position requires compliance with Lilly Pulitzer policies and a detailed Code of Conduct as outlined in the Employee Handbook.
- This position is reviewed annually.
