SweetRush Inc. · 4 days ago
Salesforce Solutions Architect/Engineer - W2
Fort Worth, TX
Full-time
Onsite
Senior LevelSweetRush Inc. is a global leader in learning and development, seeking a Salesforce Solutions Architect/Engineer to enhance their client’s Customer Support infrastructure. The role involves designing workflows, automating processes, and optimizing service environments to improve agent efficiency and customer experience.
E-Learning
Responsibilities
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
Qualification
Required
Proven experience designing and implementing complex Salesforce Service Cloud solutions
Expert-level proficiency in building complex Salesforce Flows and automation logic
Deep understanding of Entitlements, Milestones, Omni-Channel routing, and the Service Console
Hands-on experience building and configuring Experience Cloud (formerly Community Cloud) for customer self-service
Familiarity with connecting Salesforce to Jira and Telephony/CTI systems
Ability to translate business requirements into technical roadmaps and executive-level reports
Preferred
Salesforce Certified Solution Architect or Service Cloud Consultant certifications
Experience in the e-learning or digital agency space
Familiarity with Salesforce Chatbot configuration
Company
SweetRush Inc.
SweetRush is an e-learning company providing virtual classroom and gamification solutions.
Founded in 2001
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2026-01-09Acquired
Leadership Team
Andrei Hedstrom
Chief Executive Officer / Servant
Mau Robles
Catalyst & Chief Financial Officer
Recent News
2023-12-25
Company data provided by crunchbase