Engineering Manager

As the Principal Solution Architect, you will serve as the technical visionary and "linchpin" for our Customer Experience (CX) transformation. You will own the end-to-end architectural blueprint for our next-generation "Call Center of the Future," ensuring that business ambitions are translated into scalable, secure, and innovative technical realities. Beyond technical design, you will act as a mentor to Senior Developers and Business Analysts, elevating the team's capabilities while defining the 12-24 month technical roadmap to keep us ahead of the competition.

Bachelor's degree in Computer Science, Engineering, or related field.
• Master's degree preferred.
• Mandatory Certifications: Salesforce System Architect OR Application Architect
• Desirable: Salesforce OmniStudio Consultant, MuleSoft Certified Platform Architect.

• 12+ years of total IT experience
• 8+ years specifically in Salesforce Architecture and Development
• 3+ years in a Lead/Principal Architect role for large-scale transformation programs.
 

• Deep Service Cloud Mastery: Expert-level knowledge of Case Management, Omni-Channel Routing, Entitlements, and CTI (Computer Telephony Integration) implementations.
• OmniStudio (Vlocity) Architect: Proven ability to architect complex guided interactions using OmniScripts, DataRaptors, and Integration Procedures.