Lead Engineer, Systems Engineering(Salesforce Architect)

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Contact Center Management - Arch Position Summary The Senior Architect serves as the embedded delivery architect supporting the Salesforce Contact Center Management delivery team. This role translates service-domain direction and enterprise architecture standards into solution designs and executable delivery plans for complex customer-engagement and contact-center initiatives. The role maintains architectural integrity across Salesforce, omnichannel engagement, telephony, CCaaS, integration, data, security, and operational considerations. The Senior Architect remains engaged throughout implementation to resolve technical decisions and ensure the delivered solution provides a reliable, scalable, and supportable experience.

Translate the Principal Architect’s service-domain strategy, target architecture, standards, and guardrails into project-level contact-center solution designs. Lead architecture design for initiatives supported by the Contact Center Management delivery team. Define solution interactions across Salesforce, digital engagement channels, routing capabilities, telephony and CCaaS platforms, integrations, data services, security controls, and operational support processes. Decompose large contact-center solutions into sequenced, workable technical deliverables with clear dependencies, boundaries, ownership, and implementation guidance. Work with Product Owners, Business Analysts, Engineering Leads, Technical Leads, and external technology partners to convert architecture into Jira epics, enablers, stories, and delivery milestones. Define the working order of platform, integration, channel, routing, and operational-readiness components. Ensure Technical Leads can assume ownership of implementation work through clearly documented architecture decisions and interfaces. Maintain architecture involvement throughout implementation, testing, rollout, and production-readiness activities. Resolve gaps between approved solution designs and technical or operational conditions discovered during delivery. Guide detailed decisions involving configuration, custom development, routing, integrations, data, security, performance, resilience, scalability, and supportability. Evaluate implementation tradeoffs and ensure decisions do not compromise customer experience, agent experience, reliability, or long-term maintainability. Review detailed designs and implemented solutions for consistency with approved architecture and enterprise standards. Identify technical risks, vendor dependencies, operational concerns, architecture debt, and cross-team impacts. Document significant architecture decisions and escalate material exceptions or cross-domain issues. Partner with security, infrastructure, network, integration, operations, and vendor teams when solutions cross organizational or technology boundaries. Mentor Technical Leads and developers and contribute contact-center architecture knowledge to the broader architecture community.

Bachelor’s degree in a relevant technical field or equivalent professional experience. Eight or more years of enterprise technology experience with significant solution-architecture and delivery experience. Strong Salesforce architecture and implementation experience in complex enterprise environments. Experience with enterprise contact-center architecture, omnichannel engagement, telephony, CTI, or CCaaS integration. Strong understanding of integration, security, identity, data, performance, resilience, and operational-support considerations. Experience breaking complex,