Salesforce Architect - Contact Center

Job Title: Salesforce Architect - Contact Center

Location: Franklin, TN / Remote

Qualifications & Experience:

• Bachelor's degree in Computer Science, IT, Engineering, or related field with 12+ years of Salesforce architecture and delivery experience.
• Strong experience with Salesforce Service Cloud and Contact Center transformation initiatives.
• Hands-on expertise with Automotive Cloud, Experience Cloud, Data Cloud, Customer360, Case360, Dealer360, Vehicle360, and Data360.
• Strong experience defining Salesforce application, data, security, integration, environment, and DevOps architecture.
• Expertise in canonical data models, APIs, integration patterns, and reusable enterprise architecture frameworks.
• Experience leading architecture governance, design reviews, technical standards, solution decisions, documentation, and risk mitigation.
• Strong experience collaborating with enterprise architects, product owners, business stakeholders, and delivery teams to define architecture roadmaps.
• Experience supporting Contact Center, Dealer Operations, Field Operations, Warranty, Connected Services, and Customer Engagement.
• Hands-on experience with Agentforce, Einstein AI, Salesforce automation, and AI-enabled service solutions.
• Experience with discovery workshops, business process transformation, estimation, roadmap planning, and implementation strategy.
• Strong understanding of Salesforce security, scalability, performance, technical debt, release governance, and production readiness.
• Ability to provide technical leadership to development, integration, data, QA, and delivery teams.
• Strong Agile/Scrum, communication, stakeholder management, and enterprise architecture skills.
• Automotive industry experience, especially Nissan/dealer/vehicle/connected services experience, is highly preferred.