Fast Facts
SweetRush is looking for a Salesforce Solutions Architect/Engineer to enhance client Customer Support infrastructure in the Dallas-Fort Worth area. The role involves designing support workflows, automating processes, and optimizing service delivery to improve customer experiences.
Responsibilities: Design and implement end-to-end customer support workflows, automate case handling, and optimize service console for improved agent efficiency.
Skills: Proven expertise in Salesforce Service Cloud, advanced proficiency in Salesforce Flows and integrations with systems like Jira, and an analytical mindset for translating business needs into technical solutions.
Qualifications: Salesforce certifications (Solution Architect or Service Cloud Consultant) are preferred; experience in e-learning or digital agency spaces is a plus.
Location: Dallas–Fort Worth, TX
Compensation: Not provided by employer. Typical compensation ranges for this position are between $100,000 - $150,000.
Salesforce Solutions Architect / Engineer - W2
Location: On-site in Dallas-Fort Worth
SweetRush has an exciting opportunity for a talented professional to join our Talent Solutions team!
Who We Are
At SweetRush, we believe that when you put people at the center of business, magic happens. As a global leader in learning and development, we blend high-end storytelling, emerging tech like AI and VR, and deep psychological insights to help organizations—from iconic global brands to essential nonprofits—flourish. We are a remote-first, tight-knit community built on a foundation of radical empathy and creative excellence. Our work isn’t just about the awards we win with incredible partners such as Hilton, Google, Bridgestone, Adidas, SHRM, and numerous others; it’s about balancing profit with a genuine desire to spread good in the world. If you are a caring innovator who believes work should be life-centered and impactful, then this is where you come in…
About the Opportunity
Location: On-site in Dallas-Fort Worth area
Contract Type: W2 - benefitted
Project Duration: 6 months
Project Capacity: 40 hours/week
Start Date: ASAP
Hourly rate: Negotiable
Your Impact and Responsibilities
As a Salesforce Solutions Architect/Engineer, you will be the primary architect behind our client’s evolving Customer Support (CS) infrastructure. Your work will directly impact agent efficiency and the overall customer experience by automating the "Life of a Case" and building a high-velocity support environment.
Essential functions include:
- Process Architecture: Design end-to-end support workflows, including support settings, case statuses, and persona-based permissions for varied customer tiers.
- Intelligent Routing: Configure Omni-Channel and Skills-Based Routing to ensure cases are directed to the right expert at the right time.
- Complex Automation: Build advanced Salesforce Flows to handle cross-object logic, auto-responses, and automated escalations.
- Service Level Management: Design Entitlement Processes and Milestones to track and protect SLAs, ensuring no case falls through the cracks.
- Self-Service Strategy: Architect Experience Cloud sites to drive case deflection and empower customers with real-time ticket tracking.
- Console Optimization: Customize the Service Console using Macros and Quick Actions to create a "single-pane-of-glass" workspace for agents.
- Knowledge & Integration: Implement Salesforce Knowledge and connect external systems (like Jira and Telephony) to bridge the gap between support and engineering.
- Data-Driven Insights: Develop CSAT automation and executive dashboards to monitor process bottlenecks and agent performance.
What You Bring - Required Skills
- Architectural Expertise: Proven experience designing and implementing complex Salesforce Service Cloud solutions.
- Flow Mastery: Expert-level proficiency in building complex Salesforce Flows and automation logic.
- Service Cloud Depth: Deep understanding of Entitlements, Milestones, Omni-Channel routing, and the Service Console.
- Experience Cloud: Hands-on experience building and configuring Experience Cloud (formerly Community Cloud) for customer self-service.
- Integration Experience: Familiarity with connecting Salesforce to Jira and Telephony/CTI systems.
- Analytical Mindset: Ability to translate business requirements into technical roadmaps and executive-level reports.
Bonus Skills
- Salesforce Certified Solution Architect or Service Cloud Consultant certifications.
- Experience in the e-learning or digital agency space.
- Familiarity with Salesforce Chatbot configuration.
SweetRush Is an Equal Opportunity Employer
We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, or belief; national, social, or ethnic origin; sex (including pregnancy); age; physical, mental, or sensory disability; HIV status; sexual orientation, gender identity, and/or expression; marital, civil union, or domestic partnership status; past or present military service; family medical history or genetic information; family or parental status; or any other status protected by the laws or regulations in the locations where we operate. SweetRush will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Call to Action:Submit Your Resume!
Team chemistry is everything to us, so our ultimate goal is to find the right fit. If the above describes your interests and experience, and you believe this will be a dream job, please submit your resume. We are excited to hear from you!
Please note: We're all about remote work and have collaborators based all around the world; however, SweetRush is a US-based company, and English is our primary language. If you'd like to be considered for this opportunity, please submit your resume in English.
SweetRush believes in transparency and fairness. And for that reason, all of our active searches are available on the SweetRush “Join Us” page at https://www.sweetrush.com/join-us/. You can also find our openings posted on our LinkedIn company page under the “Jobs” tab at https://www.linkedin.com/company/sweetrush/jobs/.
Unfortunately, cybercriminals take advantage of good people. Please know that SweetRush would never ask for your personal information, such as SSN, banking information, credit cards, etc., during the application or interview process. Always be mindful to protect your personal and financial information, and use careful judgment when providing information to talent acquisition professionals.
