Salesforce Solution Architect

Experienced Lead SFDC Solution Architect & Data Consultant to drive the design, deployment, and optimization of enterprise contact center AI solutions. In this engagement, the resource will lead a two-person AI POD (alongside a dedicated AI/Software Developer) to deliver an API-first solution
He/She will be responsible for architecting solutions that integrate with existing enterprise platforms to drive operational efficiencies, volume deflection, and automated quality assurance

Key Responsibilities:

1. Lead the end-to-end architectural design (AI quick wins; and API-driven AI integration)
2. Architect solutions like NLP/AI triage engines, AI email assistants, Voice Bots, and Automated AI-driven QA systems across email and voice channels
3. Analyze unstructured and structured interaction data
4. Establish data governance and taxonomy frameworks

Overall, this person will:

1. Act as the lead functional and technical lead for the AI POD, collaborating closely with the developer to build, test, and ship solutions
2. Serve as the primary technical advisor for stakeholders, aligning delivery outcomes with client productivity and SLA targets

Experience: 8+ years in SFDC Solution Architecture or Technical Consulting, with demonstrated leadership in data-led Enterprise Transformation programs

1. Strong working knowledge with conversational AI, GenAI copilots, AWS , data modeling, classification etc.
2. Strong client-facing communication skills to translate business metrics (CSAT, average handle time, deflection rates, etc.) into actionable technical requirements