Lead Engineer, Systems Engineering(Salesforce Architect)
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Job Summary
Our team members are at the heart of everything we do. At Cencora we are united in our responsibility to create healthier futures and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
Contact Center Management - Arch
Position Summary
The Senior Architect serves as the embedded delivery architect supporting the Salesforce Contact Center Management delivery team. This role translates service-domain direction and enterprise architecture standards into solution designs and executable delivery plans for complex customer-engagement and contact-center initiatives.
The role maintains architectural integrity across Salesforce omnichannel engagement telephony CCaaS integration data security and operational considerations. The Senior Architect remains engaged throughout implementation to resolve technical decisions and ensure the delivered solution provides a reliable scalable and supportable experience.
Key Responsibilities
- Translate the Principal Architects service-domain strategy target architecture standards and guardrails into project-level contact-center solution designs.
- Lead architecture design for initiatives supported by the Contact Center Management delivery team.
- Define solution interactions across Salesforce digital engagement channels routing capabilities telephony and CCaaS platforms integrations data services security controls and operational support processes.
- Decompose large contact-center solutions into sequenced workable technical deliverables with clear dependencies boundaries ownership and implementation guidance.
- Work with Product Owners Business Analysts Engineering Leads Technical Leads and external technology partners to convert architecture into Jira epics enablers stories and delivery milestones.
- Define the working order of platform integration channel routing and operational-readiness components.
- Ensure Technical Leads can assume ownership of implementation work through clearly documented architecture decisions and interfaces.
- Maintain architecture involvement throughout implementation testing rollout and production-readiness activities.
- Resolve gaps between approved solution designs and technical or operational conditions discovered during delivery.
- Guide detailed decisions involving configuration custom development routing integrations data security performance resilience scalability and supportability.
- Evaluate implementation tradeoffs and ensure decisions do not compromise customer experience agent experience reliability or long-term maintainability.
- Review detailed designs and implemented solutions for consistency with approved architecture and enterprise standards.
- Identify technical risks vendor dependencies operational concerns architecture debt and cross-team impacts.
- Document significant architecture decisions and escalate material exceptions or cross-domain issues.
- Partner with security infrastructure network integration operations and vendor teams when solutions cross organizational or technology boundaries.
- Mentor Technical Leads and developers and contribute contact-center architecture knowledge to the broader architecture community.
Required Qualifications
- Bachelors degree in a relevant technical field or equivalent professional experience.
- Eight or more years of enterprise technology experience with significant solution-architecture and delivery experience.
- Strong Salesforce architecture and implementation experience in complex enterprise environments.
- Experience with enterprise contact-center architecture omnichannel engagement telephony CTI or CCaaS integration.
- Strong understanding of integration security identity data performance resilience and operational-support considerations.
- Experience breaking complex multi-platform solutions into executable technical work packages.
- Ability to guide architecture decisions throughout implementation and coordinate across multiple technical teams and vendors.
- Experience with Agile delivery practices and Jira.
- Strong communication facilitation and technical documentation skills.
Preferred Qualifications
- Salesforce architect-level Service Cloud or related advanced certifications.
- Experience integrating Salesforce with leading enterprise telephony or CCaaS platforms.
- Recommended experience with integration tools: NICE CXone Genesys Cloud IEX Pindrop
- Experience designing highly available business-critical customer-engagement solutions.
- Experience in large global regulated or highly integrated enterprise environments.
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Bachelors degree in computer science software engineering computer engineering information systems or a related field or equivalent experience degree in computer science software engineering computer engineering information systems or a related field or equivalent experience preferred.6 years of experience in software engineering systems engineering application development platform engineering or a related field Certified Cloud Practitioner (CLF-C02) AZ-900: Azure Fundamentals RHCSA (Red Hat Certified System Administrator) certification or equivalent of advanced software and systems engineering principles development lifecycle practices testing strategies and production support of application architecture system design integration patterns cloud and infrastructure components and secure engineering of performance engineering scalability reliability resilience observability and operational support in technical design coding or configuration debugging root cause analysis performance tuning and structured problem in using development frameworks testing tools source control platforms CI/CD pipelines observability tools collaboration platforms and work management to lead complex engineering work independently while applying strong technical judgment quality standards and risk to influence technical direction guide design decisions and collaborate effectively with technical and non-technical to mentor less experienced engineers and drive adoption of engineering best practices documentation standards and continuous improvement methods.Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full timeCencora is committed to providing equal employment opportunity without regard to race color religion sex sexual orientation gender identity genetic information national origin age disability veteran status or membership in any other class protected by federal state or local law.
The companys continued success depends on the full and effective utilization of qualified individuals. Therefore harassment is prohibited and all matters related to recruiting training compensation benefits promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment please call 888.692.2272 or email . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
Required Experience:
Senior IC
About Company
Discover how Cencora delivers innovative cell and gene therapy solutions, enhancing patient access, affordability, and connectivity across treatment journeys.
