On - site Customer Success Manager for Rezilient making healthcare more accessible. Driving member engagement and managing partnerships with local health system in Raleigh.
About the role
- Salesforce Architect defining and governing CRM architecture across the learner lifecycle at 2U. Overseeing Service Cloud and integrations to deliver scalable, secure student engagement.
Responsibilities
- Own and govern the Salesforce CRM architecture, including platform boundaries, customization strategy, integration standards, and scalability guardrails
- Define the target-state architecture and oversee implementation of Salesforce Agentforce solutions
- Translate complex business workflows into scalable, secure, and maintainable Salesforce technical solutions.
- Design and implement intelligent agent systems tailored for Enrollment, Placement, Application, and Student Success teams.
- Leverage Salesforce Data Cloud to create unified learner profiles and power AI-driven recommendations.
- Integrate Einstein features (e.g., Next Best Action, Opportunity Scoring, Case Classification) into student support workflows.
- Define architectural patterns and guardrails for productivity features such as Macros, Quick Text, automated emails, and GPA/activity-based triggers.
- Act as the technical lead for coordination with SI and Salesforce, ensuring solution integrity, timely sign-offs, and delivery alignment throughout the entire project lifecycle.
- Guide sprint demos, participate in gap analysis reviews, and validate user stories and change requests throughout the project lifecycle.
- Ensure compliance with enterprise architecture, data privacy, and internal coding/configuration standards.
- Provide technical leadership and mentorship to internal Salesforce admins, developers, and analysts.
- Lead technical workshops, architecture reviews, and training sessions for internal teams and stakeholders.
- Support training design and delivery in partnership with change management and end-user enablement teams.
Requirements
- 15+ years in enterprise CRM platforms, with 8-10+ years operating as a Salesforce Technical / Solution Architect in large-scale environments.
- Demonstrated ownership of Salesforce architecture decisions across multiple teams or programs (not limited to a single project or pod).
- Hands-on architectural experience with Salesforce Service Cloud and production-grade Agentforce or advanced Service Cloud implementations.
- Deep technical understanding of Omni-Channel routing, Einstein Bots, Voice, Service Cloud Voice or other IVR CTI integrations, and Live Chat.
- Strong expertise and experience on integration patterns in Apex, Lightning Web Components (LWC), Salesforce APIs, and automation using Flow.
- Proven experience designing and integrating with third-party systems (CTI, chatbots, LMS, etc.).
- Familiarity with Salesforce data security models, permission sets, and role hierarchies.
- Salesforce Application Architect or System Architect certification required.
Benefits
- Medical, dental, and vision coverage
- Life insurance, disability, and 401(k) employer match
- Free snacks and drinks in-office
- Generous paid holidays and leave policies, including unlimited PTO
- Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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