Farmers Insurance · 4 hours ago
Lead Domain Architect - Service Operations (CRM)
United States
Full-time
Remote
Senior Level, Lead/Staff
$143K/yr - $256K/yr
6+ years expFarmers Insurance is seeking a strategic and action-oriented Lead Domain Architect to lead the technical strategy that will transform their service contact center into a revenue generator. This role involves designing solutions that align business strategies with technical realities, particularly focusing on CRM and Contact Center as a Service solutions.
Auto InsuranceFinancial ServicesInsuranceLife Insurance
Responsibilities
Own and govern the technical architecture roadmap for the Service Operations domain, ensuring alignment with business goals and enterprise technology standards
Lead the architectural design for key initiatives on the Salesforce and Service Management roadmaps, from concept to implementation
Evaluate emerging technologies, patterns, and third-party solutions to modernize our platforms and enhance capabilities
Create and maintain reference architectures, reusable patterns, and best practices for Salesforce Service Cloud(CRM) and Service Request Management (SRM) platforms
Architect end-to-end solutions that encompass process automation, data integrity, security, and system integrations
Lead technical design reviews and governance sessions to ensure solutions are high-quality, performant, and aligned with strategic vision
Define the architectural strategy for modernizing and integrating with legacy systems, ensuring a smooth transition and data consistency
Serve as the lead technical authority for the Salesforce Service Cloud ecosystem. Design scalable solutions for case management, knowledge management, CTI integration, and agent console optimization
Define the architectural foundation for our core service management platform, driving improvements in workflow automation, request fulfillment, and reporting
Design and oversee the integration architecture connecting Salesforce, SRM and other enterprise systems to create unified data flow and agent experience
Partner closely with business stakeholders in Service Operations, product managers, and engineering leads to understanding requirements and translating them into executable architectural designs
Serve as a trusted advisor to leadership on technology strategy, opportunities, and potential risks
Mentor developers and junior architects, promoting a culture of technical excellence and architectural discipline
Qualification
Required
6 years relevant experience in Domain Architecture required preferably in the delivery of single domain architecture solutions
6+ years of experience in enterprise IT, with at least 4-5 years in a solution or domain architect role
Proven experience leading the architecture for complex, large-scale CRM or Contact Center as a Service Implementations
Hands-on experience in designing and implementing solutions on the Salesforce platform, specifically with Service Cloud or Google Contact Center
Proficient in Omni Channel customer communication strategy & architecture
Expert knowledge of the Salesforce platform, including data models, integration patterns (APIs, middleware), security models, and governor limits
Expert in Omni Channel implementations, ex: Chat, SMS, IVR
Expert in Knowledge management solutions, Gen AI, NLP, AI Agent, RAG
Proven ability to design and architect complex integrations between disparate systems
Experience with architectural modeling and creating clear, concise design documentation
Bachelor's degree preferred in Computer Science, Information Systems, Engineering, or a related field
Preferred
Experience in the insurance or financial services industry
Knowledge of contact center technologies, including CTI, IVR, and omnichannel routing
Experience leading modernization initiatives, migrating functionality from legacy platforms to modern cloud-based solutions
Familiarity with enterprise architecture frameworks such as TOGAF
Salesforce Certified Application Architect or System Architect certification, preferred
TOGAF or ITIL v3/v4 certification, preferred
Benefits
Bonus Opportunity (based on Company and Individual Performance)
401(k)
Medical
Dental
Vision
Health Savings and Flexible Spending Accounts
Life Insurance
Paid Time Off
Paid Parental Leave
Tuition Assistance
Company
Farmers Insurance
The companies comprising the Farmers Insurance Group of Companies® currently make up one of the country's largest insurers of vehicles, homes and small businesses, and provide a wide range of other specialty insurance and financial services products.
10001+ employees
H1B Sponsorship
Farmers Insurance has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (105)
2024 (76)
2023 (86)
2022 (129)
2021 (106)
2020 (90)
Funding
Current Stage
Late StageLeadership Team
Jose Tamayo
Agency Owner
Kevin Yoo
Chief Claims Officer
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