Senior Salesforce Technical Architect

About the role

Lilly Pulitzer Job Type: Regular Brand Strategy Our Brand mission is to inspire confidence and optimism, inviting everyone to shine bright and stand out.  Our Brand vision statement is: “Create Your Sunshine, A Resort State of Mind”.  Our Brand Equities are: Casual Glamour, Sunny & Spirited, and Charmingly Disarming. Job Description About the Position   The Senior Salesforce Technical Architect - Marketing Cloud, Service & Loyalty is a hands-on, cross-cloud technical leader responsible for the architecture, stability, security, and supportability of Lilly Pulitzer's Salesforce ecosystem. This role owns the end-to-end technical design across Salesforce Marketing Cloud Engagement and Salesforce Core, including Service Cloud, Loyalty Management,   Agentforce   and Voice capabilities, Data Cloud/Data 360, and integrations with MuleSoft, commerce, point-of-sale, Snowflake, and other enterprise systems. The architect combines strategic architecture with hands-on delivery, production support, break-fix troubleshooting, release review, and ongoing platform improvements. The role serves as the in-house Salesforce subject matter expert, mentors internal team members, and   maintains   internal ownership and oversight of work delivered by outside partners. Success is reflected in faster issue resolution, more stable and supportable solutions, stronger documentation, fewer recurring failures, and increased independence of the internal Salesforce team.   A day in   the life...   Cross-Cloud Architecture   Own the end-to-end technical architecture across Salesforce Marketing Cloud Engagement and Salesforce Core, ensuring solutions work cohesively across Marketing Cloud, Service Cloud, Loyalty Management,   Agentforce, Salesforce Voice, Data Cloud/Data 360, and connected systems.   Define how customer, order, service, loyalty, consent, and marketing data move among Salesforce and MuleSoft, commerce, point-of-sale, Snowflake, and other enterprise systems.   Maintain current architecture diagrams, system and data flows,   integration   inventories, technical standards, support procedures, and solution documentation.   Identify   technical debt, platform risks, security concerns, and opportunities to simplify or improve the environment; ensure solutions are scalable, secure, resilient, and supportable.   Salesforce Marketing Cloud Engagement   Provide hands-on technical leadership for Journey Builder, Automation Studio, Contact Builder, Email Studio, Mobile Studio and SMS, Data Extensions, subscriber data, SQL, segmentation, and triggered or transactional communications.   Design and support Marketing Cloud Connect, APIs, SFTP and file transfers, imports and exports, and contact-key and subscriber-key strategies.   Guide   consent, subscription, preference-management, data-retention, archival, and contact-count practices.   Troubleshoot journeys, automations, data movement, and integrations, and ensure data entering Marketing Cloud is complete,   accurate,   timely, and connected to the correct Salesforce customer records.   Salesforce Platform and Service Cloud   Provide architecture and hands-on support for Salesforce Core CRM, Service Cloud, case management, Omni-Channel routing, messaging, chat, SMS, Knowledge, and Flow and process automation.   Support customer, contact, account, order, and interaction data, along with security, roles, permission sets, sharing, and access controls.   Review, configure, or support Apex, Lightning components, APIs, custom development, and production troubleshooting, including   Agentforce   capabilities used by customer-service teams.   Ensure customer-service representatives have reliable access to the customer, order, loyalty, and   interaction   information needed to support customers.   Loyalty Management   Provide technical leadership for loyalty programs and memberships, enrollment and account relationships,   tiers   and tier assessments, qualifying and non-qualifying currencies,   points   earning and redemption, and member benefits.   Support promotions and loyalty rules, rewards, vouchers, coupons, offers, and transaction journals.   Support birthday, anniversary,   annual-gift, surprise-offer, and other event-driven processes, including integrations with commerce, point-of-sale, Marketing Cloud, and customer service.   Monitor loyalty data reconciliation and lead production support when loyalty activity does not process correctly across stores, ecommerce, customer service, Marketing Cloud, or Salesforce.   Agentforce   and Voice   Provide architecture and technical support for   Agentforce   for Service,   Agentforce   Voice, Salesforce Voice, and related telephony integrations.   Support contact-center routing and agent workflows, voice transcription and call records, Omni-Channel integration, agent-assist capabilities, knowledge recommendations, automated and AI-supported interactions, and escalation to live agents.   Establish monitoring and troubleshooting practices that keep voice and AI-enabled service capabilities reliable and supportable.   Integrations and Production Support   Own and support integrations between Salesforce and external systems using MuleSoft, REST and SOAP APIs, platform events, scheduled and batch jobs, SFTP processes, and middleware connections.   Quickly   determine   whether an issue originates in Salesforce, Marketing Cloud, MuleSoft, commerce, point-of-sale, Snowflake, or another connected system.   Lead the technical response when an integration failure affects customer service, loyalty, marketing, or core customer data; review logs, integration errors, failed automations, API activity, and data-processing results.   Define monitoring, alerting, error-handling, and recovery standards, and coordinate with internal teams and outside partners until production issues are resolved.   Participate in an appropriate   production-support   and escalation rotation.   Maintain platform stability through break-fix work, integration changes, release reviews, security and API updates, and ongoing technical improvements, even when major new development is limited.   Hands-On Technical Delivery   Configure and prototype Salesforce solutions and build or   modify   Flows, automations, data mappings, SQL queries, and integrations when needed.   Review Apex, Lightning components, Marketing Cloud scripts, APIs, and vendor-delivered code and configurations.   Create proofs of concept for complex or high-risk solutions and support testing, release planning, deployment, and post-production validation.   Review technical designs before development begins, step directly into delivery or troubleshooting when senior technical support is   needed, and   keep technical documentation current.   Technical Leadership and Team Development   Serve as the in-house Salesforce subject matter expert and   provide   day-to-day guidance to Salesforce administrators, developers, analysts, product owners, and technology partners.   Mentor internal team members who   are developing   skills across Salesforce Core and Marketing Cloud; pair with them during troubleshooting, configuration, development, and solution design.   Explain technical concepts in   clear language   and collaborate effectively with business partners, developers, administrators, vendors, and technology leadership.   Establish Salesforce development, configuration, integration, security, and documentation standards and conduct architecture, design, and code reviews.   Build and   retain   enough internal knowledge to reduce long-term dependence on outside consulting partners for routine architecture, troubleshooting, and production support.   Qualifications for the Position   Required Qualifications   A four-year college degree is   required, preferably in Computer Science, Information Systems, Software Engineering, or a related field.   Eight or more years of Salesforce platform experience, including at least   two   years serving as a Salesforce Architect, Technical Lead, or equivalent senior technical role.   Hands-on experience with both Salesforce Marketing Cloud Engagement and Salesforce Core, with strong experience in Service Cloud and   customer-service   processes.   Experience designing, building, and supporting enterprise Salesforce integrations, including MuleSoft or a comparable enterprise integration platform.   Hands-on experience with Journey Builder, Automation Studio, Contact Builder, Data Extensions, SQL, Marketing Cloud APIs, and marketing data and automation troubleshooting.   Experience with Salesforce data models, Flow, Apex, APIs, security,   permissioning, sharing, and platform configuration.   Demonstrated ability to troubleshoot production issues across multiple Salesforce products and external systems.   Strong understanding of REST and SOAP APIs, event-driven integrations, batch processing, middleware, and file-based integrations.   Experience with source control, release management, testing, deployment, and post-production validation practices for Salesforce.   Ability to balance long-term architectural direction with immediate   production-support   and break-fix needs.   Ability to quickly   learn   a complex existing environment, work through incomplete documentation, and independently   determine   how configurations, integrations, and data flows   operate.   Ability to work directly with business partners, developers, administrators, vendors, and technology leadership, supported by strong written and verbal communication skills.   Preferred Qualifications   Experience working in an environment with multiple Salesforce implementation partners or system integrators.   Experience in retail, consumer products, ecommerce, or   another   loyalty-driven business.   Experience with   Agentforce,   Agentforce   Voice, Salesforce Voice, Service Cloud Voice, or related   customer-service   AI and telephony capabilities.   Experience with Salesforce Data Cloud/Data 360 and   customer-data   activation across Salesforce products.   Experience   with data flows from Salesforce core to   ecommerce, point-of-sale, ERP, Snowflake, customer-data platforms, or other enterprise systems.   Experience with Salesforce Loyalty Management, including loyalty data models, rules, currencies, tiers, promotions, rewards, transaction journals, integrations, and reconciliation.   Experience supporting customer engagement across email, SMS, chat, voice, and other channels.   Experience mentoring Salesforce administrators, developers, or other team members who are building cross-cloud technical skills.   Preferred   (but not   required )   Salesforce Certifications   Salesforce Certified Application Architect and/or Salesforce Certified System Architect.   Salesforce Certified Platform Integration Architect and Salesforce Certified Service Cloud Consultant.   Salesforce Certified Marketing Cloud Engagement Consultant and/or Marketing Cloud Engagement Developer.   A Salesforce Certified Technical Architect credential is valuable but is not   required.   Our Core Values: The Lilly Way.   Rooted in our bold, original, and inclusive brand outlook, these principles define how we do   things   The Lilly Way.   We take pride in the pursuit of excellence   We create our own path   We become stronger together   We   operate   with integrity   We make the world a brighter place   We continuously improve   We have fun in the process   Doing Our Part   As a   company   we commit to corporate social responsibility. We believe in doing the right thing for our people, the places we work, and our planet. We believe in a respectful and inclusive workplace. We recognize the importance of serving the communities where our employees work and live. We are   cognizant   of the impact that our operations can have on the environment and actively explore and pursue   environmentally-friendly   processes throughout our business. This position is expected to contribute to the advancement of these principles.   A Little More to Know...   This position is classified as full-time salaried; it is exempt and is not eligible for overtime. This position is eligible for standard company benefits.   This position is remote based, with some travel   required   to our home office in King of Prussia, Pennsylvania. Travel needs will be   determined   by the supervisor.   Given the seasonality of the business, this position may require flexible,   additional   working hours during peak periods.   This position is expected to collaborate effectively with other individuals in alignment with our Core Values and Core Leadership Qualities.   This position requires compliance with Lilly Pulitzer policies and a detailed Code of Conduct as outlined in the Employee Handbook.   This position is reviewed annually.   Lilly Pulitzer is an equal opportunity employer and does not discriminate against qualified applicants based on race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making, lawful off-duty use of marijuana, any other characteristic protected by law, or any combination of two or more of the characteristics listed here. Lilly Pulitzer participates in E-Verify. Details in English and Spanish. Right to Work Statement in English and Spanish. If you need assistance and/or a reasonable accommodation due to a disability during the application process, please contact the Lilly Pulitzer Talent Development Department at 610-878-5550. U.S. EEOC:  Know Your Rights Please click here to review our Applicant Privacy Policy.