Support Systems Architect (Salesforce)

About the role

Sovos is looking for a Support Systems Architect to lead the design, development, and continuous improvement of its Salesforce environment that powers global customer‑support operations. You will work closely with the CX Product Owner and support leadership to turn operational needs into scalable Service Cloud, Experience Cloud, Einstein Bots, Messaging, and Omni‑Channel solutions.

Key responsibilities

• Design, configure, and develop solutions across Service Cloud, Experience Cloud, Einstein Bots, Messaging, and Omni‑Channel routing.
• Implement both declarative (Flow, validation rules, page layouts) and programmatic (Apex, Lightning Web Components, triggers) customizations.
• Maintain clean metadata, version control, and a reliable release pipeline across sandboxes and production.
• Translate business problems into Salesforce solution designs, clearly outlining trade‑offs.
• Research and recommend third‑party AppExchange packages or alternative platform patterns.
• Lead implementations from design through deployment, including unit testing, UAT support, and hyper‑care.
• Build and maintain integrations between Salesforce and the broader support stack (e.g., internal APIs, analytics tools).
• Automate repetitive agent and supervisor tasks such as queue management, case routing, SLA monitoring, and escalations.

Required profile

• Proven experience delivering end‑to‑end Salesforce solutions for support or service organizations.
• Strong analytical mindset with the ability to translate operational requirements into technical designs.
• Experience working in an Agile environment and collaborating with cross‑functional product owners.
• Excellent communication skills to convey technical concepts to both technical and non‑technical stakeholders.

Required skills

• Salesforce Service Cloud and Experience Cloud
• Einstein Bots, Messaging, Omni‑Channel routing
• Declarative tools: Flow, validation rules, page layouts
• Programmatic development: Apex, Lightning Web Components, triggers
• Metadata management, version control, release management
• Integration techniques (REST/SOAP APIs, internal APIs)