Senior Solution Architect - Agentforce Contact Center

Role overview Advise large enterprise customers on designing and delivering AI-enabled contact center solutions. This consulting role combines platform architecture, industry and business analysis, and hands-on leadership of complex customer workstreams, from discovery through implementation and acceptance.

Responsibilities - Act as a strategic advisor to customers in product, automotive, consumer, and energy sectors, connecting platform capabilities to business outcomes. - Lead discovery with business owners, product leads, and technical teams; turn findings into requirements, user stories, and system designs. - Define target architectures and implementation approaches that address gaps between current systems and desired outcomes. - Guide customers and colleagues in adopting emerging technologies and AI-supported ways of working. - Manage delivery risks, expectations, and difficult decisions; coordinate with customers and third-party partners to resolve obstacles. - Review project direction and key deliverables to keep solutions maintainable and programs aligned with their intended vision.

Requirements - Extensive experience configuring and customizing AI contact center solutions on the relevant CRM platform. - Experience driving agent-based AI delivery and working with AI development toolchains. - Expert ability to define system architecture, assess current and target states, and shape comprehensive solutions. - Background leading discovery, documenting business processes, writing user stories, and producing functional and technical designs. - Strong facilitation and communication skills, including explaining complex concepts to both executives and technical teams. - Ability to identify root causes, manage risk, negotiate complex solutions, and see issues through to resolution.

Benefits and work setup The role may include incentive compensation, equity, and benefits, depending on eligibility. Listed benefits include medical, dental, and vision coverage; mental health support; paid leave; life and disability insurance; retirement savings; and employee stock purchase options.