Engineering Manager

As the Principal Solution Architect, you will serve as the technical visionary and "linchpin" for our Customer Experience (CX) transformation. You will own the end-to-end architectural blueprint for our next-generation "Call Center of the Future," ensuring that business ambitions are translated into scalable, secure, and innovative technical realities. Beyond technical design, you will act as a mentor to Senior Developers and Business Analysts, elevating the team's capabilities while defining the 12-24 month technical roadmap to keep us ahead of the competition.

• Bachelor's degree in Computer Science, Engineering, or related field.
• Master's degree preferred.
• Mandatory Certifications: Salesforce System Architect OR Application Architect
• Desirable: Salesforce OmniStudio Consultant, MuleSoft Certified Platform Architect.

• 12+ years of total IT experience
• 8+ years specifically in Salesforce Architecture and Development
• 3+ years in a Lead/Principal Architect role for large-scale transformation programs.
  

• Deep Service Cloud Mastery: Expert-level knowledge of Case Management, Omni-Channel Routing, Entitlements, and CTI (Computer Telephony Integration) implementations.
• OmniStudio (Vlocity) Architect: Proven ability to architect complex guided interactions using OmniScripts, DataRaptors, and Integration Procedures.

• Architectural Authority: Own the technical roadmap and solution design for the Salesforce ecosystem (Service Cloud, OmniStudio), making critical "Build vs. Buy" decisions and enforcing architectural standards across the domain.
• CX Transformation Strategy: Partner with business stakeholders to design a "Digital First" contact center strategy, proactively introducing innovations (AI-driven routing, Self-Service, Voice analytics) that reduce friction and cost.
• Bridge Business & Technology: Translate complex business requirements into granular technical specifications. Act as a technical mentor to Senior BAs, helping them understand platform capabilities to write feasible, high-quality user stories.
• Integration Governance: Define the integration contracts and patterns (e.g., Event-Driven, Pub/Sub) between Salesforce and Mulesoft, ensuring the architecture protects Salesforce limits while handling high-volume data.
• Hands-On Leadership: Serve as the ultimate escalation point for complex technical issues. When required, roll up sleeves to prototype complex Flows, debug LWC performance, or configure advanced OmniStudio components.
• Team Elevation: Mentor Senior Developers on advanced design patterns and code quality. Conduct architectural reviews to ensure solutions are scalable and future-proof.