Salesforce Solution Architect (ITSM)

Location: Remote - United States

Salary: $87,400–$266,300 annual USD, depending on location, role, skills, and experience.

Company

hirify.global, part of Accenture, delivers AI, AWS, and Salesforce solutions including Agentforce, Salesforce Service Cloud, Experience Cloud, Data Cloud, and conversational AI.

What you will do

• Advise clients on industry best practices and facilitate business process reviews.
• Translate customer requirements into Salesforce solution designs using declarative configuration and minimal custom development.
• Develop technical requirements and specifications for delivery teams.
• Lead enterprise Salesforce projects, customer communications, releases, multi-environment management, and end-to-end delivery.
• Design user experiences, deliver training and documentation, and oversee successful project completion.
• Lead strategy discussions with contact center and customer service leadership and partner with the AI team on Salesforce solutions.

Requirements

• 5+ years of Salesforce project delivery experience with Service Cloud and Experience Cloud.
• 2+ years of project delivery experience with Data Cloud and Agentforce.
• 3+ years leading and implementing ITSM platforms, including ServiceNow, with ITSM/ITIL methodology experience.
• Expertise designing Service Cloud solutions with Salesforce declarative configuration.
• Ability to document requirements and understand solutions using Apex, Visualforce, Lightning Web Components, Web Services, and Salesforce APIs.
• Experience leading multiple deployments, managing the SDLC, integrating legacy systems, and handling concurrent projects and deadlines.

Nice to have

• Salesforce Experience Cloud solution architecture expertise.
• Salesforce certifications in Service Cloud and Experience Cloud.
• Experience improving business processes with Salesforce and building strong client relationships.
• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent experience.

Culture & Benefits

• Remote and in-person work options within the United States, including access to the Massachusetts headquarters and regional hubs.
• Some roles may require up to 25% travel.
• Flexible working arrangements focused on outcomes rather than fixed hours.
• Collaborative environment with town halls, company meetings, and opportunities to share feedback.
• Team events and regular celebrations.