Customer Success & Product Coordinator managing onboarding and implementation at a UK data analytics company. Collaborating with clients and internal teams to enhance customer experiences.
About the role
- Lead Domain Architect responsible for transforming service contact center strategies and operations at Farmers Insurance. Requires deep expertise in CRM and CCaaS solutions for enhanced customer experience.
Responsibilities
- Own and govern the technical architecture roadmap for the Service Operations domain, ensuring alignment with business goals and enterprise technology standards.
- Lead the architectural design for key initiatives on the Salesforce and Service Management roadmaps, from concept to implementation.
- Evaluate emerging technologies, patterns, and third-party solutions to modernize our platforms and enhance capabilities.
- Create and maintain reference architectures, reusable patterns, and best practices for Salesforce Service Cloud(CRM) and Service Request Management (SRM) platforms.
- Architect end-to-end solutions that encompass process automation, data integrity, security, and system integrations.
- Lead technical design reviews and governance sessions to ensure solutions are high-quality, performant, and aligned with strategic vision.
- Define the architectural strategy for modernizing and integrating with legacy systems, ensuring a smooth transition and data consistency.
- Serve as the lead technical authority for the Salesforce Service Cloud ecosystem.
- Design scalable solutions for case management, knowledge management, CTI integration, and agent console optimization.
- Define the architectural foundation for our core service management platform, driving improvements in workflow automation, request fulfillment, and reporting.
- Partner closely with business stakeholders in Service Operations, product managers, and engineering leads to understanding requirements and translating them into executable architectural designs.
Requirements
- 6 years relevant experience in Domain Architecture required preferably in the delivery of single domain architecture solutions.
- 6+ years of experience in enterprise IT, with at least 4-5 years in a solution or domain architect role.
- Proven experience leading the architecture for complex, large-scale CRM or Contact Center as a Service Implementations.
- Hands-on experience in designing and implementing solutions on the Salesforce platform, specifically with Service Cloud or Google Contact Center.
- Proficient in Omni Channel customer communication strategy & architecture.
- Experience in the insurance or financial services industry preferred.
- Knowledge of contact center technologies, including CTI, IVR, and omnichannel routing.
- Experience leading modernization initiatives, migrating functionality from legacy platforms to modern cloud-based solutions.
- Familiarity with enterprise architecture frameworks such as TOGAF.
Benefits
- Bonus Opportunity (based on Company and Individual Performance)
- 401(k)
- Medical
- Dental
- Vision
- Health Savings and Flexible Spending Accounts
- Life Insurance
- Paid Time Off
- Paid Parental Leave
- Tuition Assistance
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