Solutions Architect - Salesforce

About the role

Decagon is seeking a Founding Salesforce Architect, a strategic and highly technical leader who will define how enterprises design, extend, and integrate Salesforce solutions—particularly focused on Service Cloud and core ticketing workflows. This role sits at the intersection of enterprise architecture, complex system integration, and customer support technology strategy.

Responsibilities

• Partner with Account Executives and Customer Success to discover, qualify, and design Salesforce-based solutions that address complex service and support use cases.
• Led technical conversations with prospects and customers about Salesforce capabilities, translating business requirements into robust Service Cloud architecture and integration designs.
• Architect scalable ticketing and case management solutions leveraging Salesforce Service Cloud, including automation, routing, knowledge models, and agent workflows.
• Create integrations between Salesforce and external systems using APIs, middleware (e.g., MuleSoft), ETL platforms, and event-driven patterns.
• Establish reference architectures, reusable design patterns, and implementation playbooks that scale across customers for support and service delivery scenarios.
• Provide hands-on configuration, development, and troubleshooting in Salesforce when needed—serving as the SME for complex customizations and deployment practices.

Requirements

• 8–12+ years of experience in technical CRM architecture, system integration, or enterprise solutions engineering with a strong emphasis on Salesforce implementations.
• Deep expertise with Salesforce Service Cloud, including case management, console configurations, omni-channel routing, and automation capabilities.
• Proven track record integrating Salesforce with external systems (ERP, ticketing, identity, data platforms) via REST/SOAP APIs, middleware, or custom connectors.
• Experience designing and implementing scalable data models, sharing/security models, and automation (Flows, Apex, asynchronous patterns) in Salesforce.
• Strong ability to engage with diverse stakeholders—from business leaders to technical delivery teams—and translate complex requirements into actionable architecture and implementation plans.
• Demonstrated success leading technical pre-sales design engagements and driving architectural consensus in ambiguous enterprise environments.

Qualifications

• Experience building best-in-class service and support platforms using Salesforce Service Cloud, including integrated ticketing and support analytics.
• Hands-on experience with MuleSoft or equivalent integration platforms connecting Salesforce to mission-critical systems.
• Salesforce Architect (CTA), Application Architect, or System Architect certifications.
• Background in customer support systems (e.g., Zendesk, Jira Service Management) and migrating or integrating service workflows into Salesforce.

Skills

• Technical CRM architecture, system integration, or enterprise solutions engineering.
• Deep expertise with Salesforce Service Cloud.
• Experience integrating Salesforce with external systems.
• Designing and implementing scalable data models and automation in Salesforce.
• Engaging with diverse stakeholders and translating complex requirements into architecture and implementation plans.
• Leading technical pre-sales design engagements and driving architectural consensus.
• Building best-in-class service and support platforms using Salesforce Service Cloud.
• Hands-on experience with integration platforms like MuleSoft.
• Technical certifications such as Salesforce Architect (CTA), Application Architect, or System Architect.
• Experience in customer support systems and integrating service workflows into Salesforce.

Benefits

• Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave).
• Medical, Dental, and Vision benefits for you and your family.
• Life Insurance and Disability Benefits.
• Retail Plan (e.g., 401K, pension).
• Parental Leave.
• Fertility and family building benefits through Carrot.
• Daily lunches and snacks in the office to keep you at your best.