Senior Domain Architect - Service Operations & CRM Platforms

Job Summary

What You'll Do

Strategy & Roadmap Development: 

• Develop, own, and govern the technical architecture roadmap for the Service Operations domain, ensuring alignment with business goals and enterprise technology standards. 
• Lead the architectural design for key initiatives on the Salesforce and Service Management roadmaps, from concept to implementation. 
• Evaluate new technologies, patterns, and third-party solutions to modernize our platforms and enhance capabilities. 

Architectural Design & Governance: 

• Create and maintain reference architectures, reusable patterns, and best practices for the Salesforce and Service Management (SRM/ITSM) platforms. 
• Architect end-to-end solutions that encompass process automation, data integrity, security, and system integrations. 
• Lead technical design reviews and governance sessions to ensure solutions are high-quality, performant, and aligned with the strategic vision. 
• Define the architectural strategy for modernizing and integrating with legacy systems like WINS, ensuring a smooth transition and data consistency. 

Platform Leadership & Solutioning: 

• Salesforce: Serve as the lead technical authority for the Salesforce Service Cloud ecosystem. Design scalable solutions for case management, knowledge management, CTI integration, and agent console optimization. 
• Service Management (SRM/ITSM): Define the architectural foundation for our core service management platform, driving improvements in workflow automation, request fulfillment, and reporting. 
• Integration: Design and oversee the integration architecture connecting Salesforce, SRM, WINS, and other enterprise systems to create a unified data flow and agent experience. 

Collaboration & Influence: 

• Partner closely with business stakeholders in Service Operations, product managers, and engineering leads to understand requirements and translate them into executable architectural designs. 
• Serve as a trusted advisor to leadership on technology strategy, opportunities, and potential risks. 
• Mentor developers and junior architects, promoting a culture of technical excellence and architectural discipline. 

What You'll Bring

• 4 years relevant experience in Domain Architecture preferably in the delivery of single domain architecture solutions.
• 4+ years of experience in enterprise IT, with at least 4 years in a solution or domain architect role. 
• Proven experience leading the architecture for complex, large-scale CRM or ITSM platforms, preferred.  
• Hands-on experience in designing and implementing solutions on the Salesforce platform, specifically with Service Cloud, preferred.  
• Demonstrable experience with IT Service Management (ITSM) platforms (e.g., ServiceNow, Cherwell, BMC) and ITIL principles, preferred.   
• Experience in the insurance or financial services industry, preferred. 
• Knowledge of contact center technologies, including CTI, IVR, and omnichannel routing, preferred. 
• Experience leading modernization initiatives, migrating functionality from legacy platforms to modern cloud-based solutions, preferred. 
• Familiarity with enterprise architecture frameworks such as TOGAF, preferred. 
• Expert knowledge of the Salesforce platform, including data models, integration patterns (APIs, middleware), security models, and governor limits, preferred.
• Strong understanding of ITSM/ITIL frameworks and the architecture of enterprise-grade service management tools, preferred.
• Proven ability to design and architect complex integrations between disparate systems, preferred. 
• Experience with architectural modeling and creating clear, concise design documentation, preferred. 

Education You'll Need

• Bachelor’s degree prefered in Computer Science, Information Systems, Engineering, or a related field. 

• Salesforce Certified Application Architect or System Architect certification, prefererd.

• ITIL v3 or v4 certification, preferred. 

Professional Attributes

Physical Actions