Technical Trainer

Job Summary

We’re hiring a Senior Salesforce Architect to own the end‑to‑end Salesforce architecture for Radwell’s data, integrations, security, and scale. This is a hands‑on architecture role that sets guardrails, leads solution design, and enables distributed delivery teams. You’ll translate Radwell’s MRO realities like millions of SKUs, complex pricing/entitlements, and repair/RMA into elegant, resilient Salesforce solutions across Sales Cloud, Service Cloud, Experience Cloud, and (preferably) CPQ/Revenue Cloud. As a Salesforce Architect, you will work closely with cross‑functional teams—including business analysts, project managers, and integrations team—to deliver scalable solutions that improve business efficiency and streamline operations.

Essential Duties and Responsibilities

Architect & Design

• Define the multi‑cloud target architecture, data model, and sharing/security model to support high‑volume catalog, pricing, warranty/entitlement, and depot repair flows.
• Translate business processes (lead→quote→order, repair/RMA, returns, warranty) into scalable solutions using Apex, Lightning Web Components, Flows, Platform Events, and declarative best practices.

Integrate the Enterprise

• Lead real‑time and near‑real‑time integrations with ERP (pricing, ATP, order/invoice status), radwell.com, Genesys Cloud (CTI/IVR/screen‑pop), and marketing cloud, & data platforms.
• Select and govern integration patterns (REST, GraphQL, Platform Events, CDC, middleware such as MuleSoft/Boomi/Queues) with clear SLOs for latency, reliability, and data quality.

Drive GTM, Service & CPQ Outcomes

• Architect guided selling, complex pricing/discounting, approvals, and renewal/expansion motions (CPQ/Revenue Cloud preferred).
• Design a unified service console (cases, knowledge, digital channels), integrated repair center workflows, and entitlement‑aware SLAs.

Govern, Secure, and Scale

• Establish coding standards, review gates, and solution assurance; run design reviews and coach globally distributed teams.
• Own environment strategy (sandboxes), release management, and CI/CD (GitHub/Jenkins/Azure DevOps) with automated testing and test data.
• Ensure compliance (SOX, GDPR/CCPA, PII handling), auditability, and data retention policies.

Enablement & Adoption

• Lead the Salesforce Center of Excellence (CoE): roadmap, backlog shaping, architecture runway, partner/vendor management.
• Produce reference architectures, diagrams, and documentation; upskill admins, developers, and product owners.

Agentic AI & Agentforce

• Blueprint & use cases: Define Radwell’s Agentic AI strategy and where to deploy Salesforce Agent force (sales, service, RMA/repair, quoting/CPQ, order status, knowledge).
• Task‑first agents: Build agents that can reason, decide, and act; equipped with tools to price/quote via ERP, fetch order/invoice status, triage/deflect cases, schedule repairs, and suggest alternates/substitutions for hard‑to‑find SKUs.
• Grounding & guardrails: Ground agents on trusted Radwell data (catalog, pricing, inventory, entitlements) via Einstein & custom data platform (or equivalent); implement RBAC/ABAC, human‑in‑the‑loop for high‑risk actions (e.g., discount overrides), and full action audit trails.
• Tooling & orchestration: Configure Agentforce toolkits/skills and flows to invoke internal and external APIs (ERP, radwell.com, Genesys, payments, tax, shipping) using reliable patterns (Platform Events, CDC, queues, middleware).
• Observability & control: Stand up command‑center style telemetry (accuracy, escalation rate, tool‑success, cost per task, latency) with policy controls and kill‑switches by channel/region.
• Multi‑channel experiences: Enable agents in the service console, on radwell.com (web chat), via Genesys (voice/IVR deflection & screen‑pop), and in Slack for internal users (approvals, quote builds).
• Safe scale‑up: Pilot→production with canary releases, eval sets, red‑teaming, and continuous prompt/test suites integrated into CI/CD.

Metrics

Complete monthly commitments and project deadlines as agreed and described in monthly meetings or through other project planning efforts. Publish high‑quality code that adheres to department development standards and policies. The Salesforce Architect will be measured on the quality of their architecture artifacts, code, their ability to adhere to development standards and policies and on how effectively they meet their monthly commitments and project deadlines.

Qualifications

• Technical expertise: solid understanding of Salesforce Platform, IT systems, software development, and sales‑related technology infrastructure.
• Project management skills: proven ability to manage complex projects, prioritize tasks, and meet deadlines in a fast‑paced environment.
• Leadership: demonstrated experience leading cross‑functional teams and managing relationships with senior stakeholders.
• Communication skills: strong verbal and written communication skills, with the ability to present technical information to non‑technical audiences.
• Certifications: PMP, Agile, or other relevant project management certifications are a plus.
• Education & experience: bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience). 12+ years on Salesforce with 5+ years as a hands‑on architect delivering integration‑heavy, multi‑cloud programs at scale (high data volume, complex pricing/entitlements) and with proven expertise in Apex, Visualforce, and Lightning Component Framework.
• Certifications: Salesforce Architect certification is required; Platform Data Architect is a plus.
• Technical skills: proven delivery of Agentic AI/Salesforce Agentforce (or equivalent) with tool‑using agents, grounding strategies, guardrails, and human‑in‑the‑loop patterns at enterprise scale; deep ERP integration experience (ideally Epicor P21), contact center (Genesys Cloud), and web/e‑commerce; mastery of REST/GraphQL, Platform Events/CDC, middleware, and data sync patterns; proficient in Salesforce platform development with strong understanding of Salesforce best practices and design patterns; experience with Salesforce declarative development tools like Process Builder, Flows, and custom objects; familiarity with REST and SOAP APIs, and experience in integrating Salesforce with external systems; knowledge of SOQL and SOSL for efficient data manipulation within Salesforce; experience with CI/CD tools and version control (Git, Jenkins) is a plus.
• Soft skills: strong problem‑solving skills, ability to manage multiple projects simultaneously; excellent communication and interpersonal skills with a customer‑oriented approach; ability to work both independently and collaboratively within a team.

Preferred Skills

• Sales operations knowledge: familiarity with sales processes, including CRM and sales pipeline management tools, to align IT solutions effectively.
• Standing up a Salesforce CoE and enabling a global delivery model.
• CPQ/Revenue Cloud, Experience Cloud portals, entitlement contracts, renewals.
• Data Cloud, Einstein/GenAI, conversation intelligence, knowledge generation with governance.
• Experience with Slack as a conversational surface for internal agent workflows.
• Change management: experience managing organizational change, especially when implementing new technologies or workflows.
• Budget management: proficiency in managing budgets and understanding financial impact related to project investments.

Physical Demands

• Continuous sitting and typing for extended periods.
• Occasional reaching, working overhead, climbing or balancing, stooping, kneeling, crouching or crawling.
• Lifting requirements include occasional lifting of up to 25 pounds.
• Frequent walking or standing may be required at times.

Work Schedule

This is an exempt position, which requires a work schedule that will achieve the results and objectives identified by the company. Generally, the schedule for this position will be 8:00 am–5:00 pm, Monday through Friday, with one hour for lunch. Nights and weekends may be worked at the Development Team Manager’s discretion based on current project and implementation needs, deadlines, and workload. Employee is expected to come to work on time and adhere to accepted time‑off policies.

Salary Range

$165,000 – $205,000 annual base salary.