Senior Salesforce Technical Architect

This role is a hands-on, cross-cloud technical leader responsible for the architecture, stability, security, and supportability of Lilly Pulitzer's Salesforce ecosystem. The Senior Salesforce Technical Architect owns the end-to-end technical design across Salesforce Marketing Cloud Engagement and Salesforce Core, including Service Cloud, Loyalty Management, Agentforce and Voice capabilities, Data Cloud/Data 360, and integrations with MuleSoft, commerce, point-of-sale, Snowflake, and other enterprise systems.

Responsibilities

• Cross-Cloud Architecture
  • Own the end-to-end technical architecture across Salesforce Marketing Cloud Engagement and Salesforce Core, ensuring solutions work cohesively across Marketing Cloud, Service Cloud, Loyalty Management, Agentforce, Salesforce Voice, Data Cloud/Data 360, and connected systems.
  • Define how customer, order, service, loyalty, consent, and marketing data move among Salesforce and MuleSoft, commerce, point-of-sale, Snowflake, and other enterprise systems.
  • Maintain current architecture diagrams, system and data flows, integration inventories, technical standards, support procedures, and solution documentation.
  • Identify technical debt, platform risks, security concerns, and opportunities to simplify or improve the environment; ensure solutions are scalable, secure, resilient, and supportable.
• Salesforce Marketing Cloud Engagement
  • 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, and ensure data entering Marketing Cloud is complete, accurate, timely, and connected to the correct Salesforce customer records.
• Salesforce Platform and Service Cloud
  • 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.
• Loyalty Management
  • 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.
• Agentforce and Voice
  • 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.
• Integrations and Production Support
  • 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.
• Hands-On Technical Delivery
  • 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.
• Technical Leadership and Team Development
  • 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.

Requirements

• A four-year college degree is required, preferably in Computer Science, Information Systems, or Software Engineering.
• 8 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.

Schedule

• This position is full-time salaried and exempt (not eligible for overtime).
• Remote-based, with some travel required to the home office in King of Prussia, Pennsylvania.
• May require flexible, additional working hours during peak business periods.

Benefits

This position is eligible for standard company benefits.