Salesforce Solutions Architect​/Engineer - W2

Salesforce Solutions Architect / Engineer - W2 Hourly Contract

Location:

On-site in Dallas-Fort Worth

Contract Type: W2 Hourly - benefitted

Project Duration: 6 months

Project Capacity: 40 hours/week

Start Date:

ASAP

Hourly rate:
Negotiable

As a Salesforce Solutions Architect/Engineer, you will be the primary architect behind our client’s evolving Customer Support (CS) infrastructure. Your work will directly impact agent efficiency and the overall customer experience by automating the "Life of a Case" and building a high‑velocity support environment.

• 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.

• Architectural Expertise:
  Proven experience designing and implementing complex Salesforce Service Cloud solutions.
• Flow Mastery:
  Expert‑level proficiency in building complex Salesforce Flows and automation logic.
• Service Cloud Depth:
  Deep understanding of Entitlements, Milestones, Omni‑Channel routing, and the Service Console.
• Experience Cloud:
  Hands‑on experience building and configuring Experience Cloud (formerly Community Cloud) for customer self‑service.
• Integration
  
  Experience:
  
  Familiarity with connecting Salesforce to Jira and Telephony/CTI systems.
• Analytical Mindset:
  Ability to translate business requirements into technical roadmaps and executive‑level reports.

• Salesforce Certified Solution Architect or Service Cloud Consultant certifications.
• Familiarity with Salesforce Chatbot configuration.

We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, or belief; national, social, or ethnic origin; sex (including pregnancy); age; physical, mental, or sensory disability;

HIV status; sexual orientation, gender identity, and/or expression; marital, civil union, or domestic partnership status; past or present military service; family medical history or genetic information; family or parental status; or any other status protected by the laws or regulations in the locations where we operate. Sweet Rush will not tolerate discrimination or harassment based on any of these characteristics.

We encourage applicants of all ages.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Team chemistry is everything to us, so our ultimate goal is to find the right fit. If the above describes your interests and experience, and you believe this will be a dream job, please submit your resume. We are excited to hear from you!

Sweet Rush believes in transparency and fairness. And for that reason, all of our active searches are available on the Sweet Rush "Join Us" page at  You can also find our openings posted on our Linked In company page under the "Jobs" tab at

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