Salesforce Solution Architect

Department Information Technology

Exempt, Regular, Full Time, Pay Grade 4.4

Location: Adelphi, MD (Hybrid)

As the Salesforce Solution Architect, you will play a key collaborative role in transforming constituent engagement through technology-driven solutions. This role is focused on managing the technology that powers inbound and outbound communications across multiple channels—including email, phone, and SMS—using Salesforce Service Cloud, Salesforce Marketing Cloud, and third-party Contact Center solutions like Five9.

The ideal candidate is a hands-on implementer and strategic thinker who thrives in collaborative environments and can deliver scalable, impactful solutions aligned with organizational goals.

You will be responsible for enabling seamless inbound communication workflows, automating constituent journeys, and delivering personalized outreach strategies. By combining technical expertise, strategic planning, and a deep understanding of constituent needs, you will shape a high-performing Contact Center environment and engagement strategy.

Duties and Responsibilities:

• This position requires expertise in Salesforce Service Cloud and Marketing Cloud, alongside experience integrating third-party tools such as Five9. Collaboration with business stakeholders, technology leaders, and cross-functional teams will be critical to designing and implementing innovative solutions that drive engagement, satisfaction, and operational efficiency.

• Expertise in designing and implementing Salesforce solutions, including custom objects, flows, and process automation.

• Solution Architecture & Leadership: Strong ability to design scalable, high-performance Salesforce solutions that meet business objectives and align with Salesforce best practices, while acting as a technical lead on projects.

• Team Leadership & Mentorship: Ability to lead and mentor a team, fostering a positive, high-performance culture and ensuring alignment with best practices.

• Project Technical Leadership: Ability to provide architectural guidance, make key technical decisions, and ensure solutions meet both technical requirements and business objectives.

• Cross-Functional Communication: Excellent written and verbal communication skills, with the ability to work effectively with both technical and non-technical stakeholders at all levels of the organization.

• Custom Solution Development: Expertise in developing and implementing custom apps, objects, flows, workflows, and automations, with a focus on scalable, maintainable solutions that align with business needs.

• Critical Information Evaluation: Ability to critically evaluate information gathered from multiple sources, reconcile conflicting inputs, and translate high-level business requirements into detailed technical solutions while distinguishing user requests from the underlying true needs.

• Self-Motivated & Independent: Self-driven and able to work both independently and collaboratively with teams in a remote environment, taking ownership of complex tasks from design through implementation.

• Salesforce Platform Expertise: Deep understanding of Salesforce architecture, process defaults, data structures, and the ability to assess the impact of new requirements on upstream and downstream systems.

• Continuous Learning: Proactively stays up-to-date with Salesforce releases, emerging technologies, and platform capabilities to drive improvements in system performance and user experience.

• Service Cloud Expertise: Advanced knowledge of Salesforce Service Cloud, including configuration, optimization, and integration.

• Contact Center Integration: Hands-on experience integrating third-party Contact Center tools like Five9, with a focus on improving communication workflows.

• Marketing Cloud Familiarity: Ability to leverage or integrate Marketing Cloud features for multichannel outreach strategies.

• Innovation & Problem-Solving: Strong ability to identify opportunities for improvement and implement innovative solutions.

• Data Integrity & Security: Proven ability to design secure and scalable data models with robust governance processes.

• Collaboration & Communication: Excellent interpersonal skills, with a focus on stakeholder engagement and cross-functional collaboration.

• Agile Methodology: Experience in Agile environments, managing projects through tools like Jira or Azure DevOps.

• Continuous Learning: Commitment to staying updated with Salesforce platform capabilities and industry trends.

Education & Experience Requirements:

Education:

Experience:

• Minimum of 5 years in Salesforce-focused roles with deep expertise in Service Cloud, Omni-Channel, and communications workflows. 

• Proven experience integrating third-party Contact Center solutions like Five9, Service Cloud Voice etc. 

• Cross-Functional Collaboration: Experience working with stakeholders to translate business needs into technical solutions.

• Experience mentoring and leading teams of Salesforce professionals, ensuring alignment with best practices.

Certifications:

• Salesforce Certified Advanced Administrator required; additional certifications (e.g., Salesforce Platform App Builder) are a strong plus.

Preferred Requirements:

Education:

• Bachelor's degree

Experience:

• Experience with Salesforce Marketing Cloud is a plus.

• Familiarity with Service Cloud Voice, Education Cloud, Experience Cloud, Marketing Cloud, and Einstein Analytics

Certifications:

• Additional certifications (e.g., Salesforce Platform App Builder) are a strong plus.

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
• Flexible Spending Accounts: Available for medical and dependent care expenses.
• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range: