Salesforce Technical Architect (Service Cloud)

TL;DR

Salesforce Technical Architect (Service Cloud): Designing and implementing complex customer support infrastructure to optimize agent efficiency and customer experience with an accent on Service Cloud architecture, automated routing, and system integrations. Focus on architecting scalable end-to-end workflows, managing SLAs, and enhancing self-service capabilities via Experience Cloud.

Location: Hybrid role requiring 3 days on-site in the Dallas-Fort Worth area.

Company

hirify.global is a global leader in learning and development that utilizes storytelling, AI, and VR to help organizations build life-centered, impactful solutions.

What you will do

• Design end-to-end support workflows, including case status management and persona-based permissions.
• Configure Omni-Channel and Skills-Based Routing to optimize expert assignment.
• Develop complex Salesforce Flows for advanced automation, auto-responses, and escalations.
• Architect Entitlement Processes and Milestones to monitor and protect SLAs.
• Customize the Service Console using Macros and Quick Actions to create a centralized agent workspace.
• Integrate Salesforce with external systems such as Jira and telephony platforms.

Requirements

• Proven experience as an architect designing Salesforce Service Cloud solutions.
• Expert-level proficiency in building complex Salesforce Flows and automation logic.
• Deep understanding of Entitlements, Milestones, Omni-Channel, and Service Console.
• Hands-on experience configuring Experience Cloud for customer self-service.
• Strong background in translating business requirements into technical roadmaps.
• Ability to work on-site in Dallas-Fort Worth 3 days per week.

Nice to have

• Salesforce Certified Solution Architect or Service Cloud Consultant certification.
• Experience with Salesforce Chatbot configuration.
• Background in the transport or logistics industry.

Culture & Benefits

• Contract type: W2 Hourly with provided benefits.
• Opportunity to work on impactful projects with iconic global brands.
• Commitment to radical empathy and creative excellence in a remote-first culture.
• Equal opportunity employer with a focus on diversity and inclusion.