OneTrust is the trust intelligence cloud platform organizations use to transform trust from an abstract concept into a measurable competitive advantage. Organizations globally use OneTrust to enable the responsible use of data while protecting the privacy rights of individuals, implement and report on their cyber security program, make their social impact goals a reality, and create a speak up culture of trust. Over 14,000 customers use OneTrust's technology, including half of the Global 2,000. OneTrust currently ranks #24 on the Forbes Cloud 100 list of top private cloud companies in the world and employs over 2,000 people in regions across North America, South America, Asia, Europe, and Australia.

The Challenge 

Reporting to the Director of Business Systems, the Senior Salesforce Solution Architect – CX and PS will play a pivotal role in driving the transformation and optimization of our customer support and Professional Service processes within the Salesforce ecosystem. We are seeking an experienced Senior Salesforce Solution Architect with a specialization in Customer support and Professional Service processes to join our dynamic team. If you possess a deep understanding of Salesforce and a proven track record of designing and implementing successful solutions, we invite you to apply and contribute to our continued growth. 

The Mission:

1. Process Design: 

• Collaborate with stakeholders to gather and analyze business requirements related to Customer Support and Professional Service processes. 
• Design end-to-end solutions, incorporating industry best practices, Salesforce capabilities, and integration points. 
• Create comprehensive architectural diagrams, process flows, and solution documentation.

2. Technical Leadership: 

• Provide expert guidance to development teams, ensuring alignment with architectural standards, guidelines, and best practices. 
• Lead the evaluation and selection of technologies, tools, and third-party applications that complement the Salesforce ecosystem. 
• Oversee the development of technical specifications and ensure adherence to design principles.

3. Salesforce Configuration and Customization: 

• Configure and customize Salesforce objects, fields, validation rules, flows, and custom code (Apex, Lightning Components) to support requirements. 
• Leverage Salesforce Service Cloud and Certinia / Financial force and related tools to design and implement complex solutions.  

4. Integration and Data Management: 

• Architect integration solutions to seamlessly connect Salesforce with external systems, ensuring data consistency and real-time information exchange. 
• Define data migration strategies and oversee data cleansing and transformation efforts to ensure accurate and reliable data.  

5. Performance Optimization: 

• Identify and address performance bottlenecks, scalability concerns, and other technical challenges within the current processes. 
• Monitor system performance and collaborate with technical teams to implement optimizations 

6. Solution Governance and Compliance: 

• Ensure that the solution proposed complies with security, data privacy, and regulatory requirements. 
• Lead solution reviews and ensure alignment with architectural guidelines.  

7. Stakeholder Collaboration: 

• Collaborate closely with cross-functional teams, including Customer Support, Professional Services, Operations, and Finance, to ensure solution meets business needs. 
• Present technical concepts and solutions to both technical and non-technical stakeholders.  

8. Mentorship and Training: 

• Provide guidance, mentorship, and knowledge transfer to junior architects, admins and development teams. 
• Conduct training sessions to enhance team members' understanding of processes and Salesforce best practices. 

Your Experience Includes 

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field (or equivalent experience). 
• Salesforce Certified Application Architect or System Architect credentials. 
• Minimum 5 years of experience as a Salesforce Solution Architect, with a focus on designing and implementing Service Cloud and Certinia/FinancialForce. 
• Strong understanding of support and professional service processes, including lead management, opportunity tracking, quoting, pricing, and contract management. 
• Excellent analytical and problem-solving skills. 
• Exceptional communication and interpersonal skills. 

Extra Awesome 

• Experience working at a startup  
• Multiple Service Cloud implmentation 
• Experience with other Salesforce products, such as Billing, Commerce Cloud, or Einstein Analytics. 
• Previous experience in SaaS companies. 
• Project management experience. 

For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.

As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, remote or hybrid workplace flexibility, flexible PTO, equity stock options, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

Check out the following to learn more about OneTrust and its people: 

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career 

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.