Senior Salesforce Technical Architect

Role Description

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
• Voice capabilities
• Data Cloud/Data 360
• 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
• Increased independence of the internal Salesforce team

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.

Requirements

• 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, ensuring data entering Marketing Cloud is complete, accurate, timely, and connected to the correct Salesforce customer records.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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.