CRM Solution Architect (Full-time Remote, North Carolina Based)

The CRM Solution Architect is responsible for designing, governing, and optimizing CRM solutions across the enterprise. The CRM Solution Architect ensures that CRM platform and integration capabilities are used effectively to support business operations, technology strategy, and organizational objectives. The CRM Solution Architect is responsible for solution design, data modeling, integration strategies, and technical governance while supporting the Salesforce Center of Excellence (CoE) and enforcing a disciplined Software Development Life Cycle (SDLC). The CRM Solution Architect partners with IT, business units, and external vendors to ensure high-quality and compliant CRM solutions.

This position is full-time remote and required to reside in North Carolina. Some travel for onsite meetings to the Home Office may be required.

Responsibilities & Duties-

Design and Maintain Enterprise CRM Solutions

• Develop and maintain the Salesforce solution architecture, including data models, integration patterns, declarative automation, and security structures
• Ensure solution designs align with enterprise architecture principles, compliance requirements, and performance best practices
• Evaluate new Salesforce features, AppExchange solutions, and emerging technologies to enhance operational efficiency

Support the Salesforce CoE

• Apply and uphold governance standards, design patterns, documentation practices, naming conventions, and release processes
• Participate in the CoE operating model, assisting with backlog prioritization, SDLC reviews, and architectural quality assurance
• Ensure consistency and stability across multiple projects, internal teams, and vendor-supported initiatives
• Create and maintain high-quality architecture documentation, including conceptual and logical diagrams, integration patterns, data models, functional specifications, non-functional requirements, and reusable reference templates

Align Technology and Business Strategy

• Partner with IT, Operations, and business leadership to translate business needs into scalable and maintainable CRM solutions
• Participate in planning sessions to support long-term enhancements, modernization, and platform expansion
• Identify solution risks, provide mitigation strategies, and support investment planning

Design and Govern System Integrations

• Develop integration requirements and patterns for Salesforce, telephony platforms, data systems, and enterprise applications
• Collaborate with engineers, developers, and data teams to ensure integration, reliability, consistency, and maintainability
• Oversee API usage, error handling practices, and data flow diagrams to support seamless operational processes

Optimize Platform Performance and Reliability

• Conduct performance assessments of flows, Apex, integrations, and data structures
• Recommend and implement optimization strategies to improve stability, data quality, and system performance
• Support modernization initiatives related to cloud adoption, automation, artificial intelligence, and digital engagement

Technical Expertise and Enablement

• Serve as a technical resource and escalation point for complex solution designs, integration issues, performance concerns, and cross-system architectural challenges
• Provide guidance on architectural frameworks, secure design principles, data modeling practices, and CRM platform best practices across both declarative and programmatic components
• Conduct design reviews to ensure solutions align with architectural standards, compliance requirements, and system performance expectations
• Share specialized knowledge with team members to support skill development, architectural consistency, and solution quality-without supervising or directing their work
• Collaborate with engineers, administrators, analysts, and data teams to ensure technical solutions meet performance, scalability, security, and maintainability requirements
• Evaluate new CRM platform features, platform enhancements, and design approaches; provide recommendations for improving solution robustness and platform maturity

Communication and Collaboration

• Collaborate with IT, Business Operations, Clinical Operations, Member & Provider Services, data teams, and external vendors to ensure cohesive, reliable, and scalable CRM solutions

Education & Experience

Required:

Bachelor’s degree in computer science, Business Administration, Information Systems, or a directly related field and five (5) years of experience designing, configuring, and implementing CRM solutions.

Relevant experience must include:

• Experience designing data models, integrations, and automation within CRM platforms.
• Experience working in environments integrating CRM platforms with telephony or contact center tools.
• Experience participating in or leading Agile and SDLC processes.
• Experience providing architectural guidance within project or team environments.
• Experience conducting business process modeling or data analysis.

Salesforce Certified Application Architect required.

Preferred:

• Salesforce Certified Data Architect
• Salesforce Certified Development Lifecycle and Deployment Architect
• Salesforce Certified System Architect
• Salesforce Certified Technical Architect
• Salesforce Health Cloud Accredited Professional

Knowledge, Skills, & Abilities-

• Advanced knowledge of Salesforce platform capabilities, including data modeling, automation, sharing and security, and integration patterns.
• Proficiency with declarative tools, Apex fundamentals, SOQL, and API concepts.
• Strong analytical, strategic thinking, planning, and problem-solving skills.
• Excellent verbal and written communication skills, including the ability to explain IT concepts and technologies to business leaders
• Excellent technical writing and document design principles
• Planning and organizational skills
• Ability to prioritize initiatives to achieve strategic goals
• Ability to manage and teach process change, conduct data analysis, and interpret information.
• High level of self-motivation and a keen attention to detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to manage and work on multiple projects at the same time, * Bachelors or better in Computer Science
• Bachelors or better in Business Administration
• Bachelors or better in Information Systems
• Bachelors or better in Other

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