Salesforce Architect; Agent and Channel

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. As a Lead Engineer, you will be an integral member of the Business Systems team within Servicing. You will collaborate with the rest of Business Systems, Engineering, Product, Operations and key stakeholders to craft and deliver technical solutions to business problems and transform the way our Service Agents thrive.

We seek candidates who strive for simple, sophisticated solutions and continuously improve both technical and soft skills. The ideal candidate will demonstrate the ability to work nimbly and adapt in a constantly evolving environment.

• Own and optimize Salesforce as the primary CRM, ensuring it meets business needs across Servicing, operations, compliance, and customer success.
• Set technical strategy for your team on a year-long time scale, and help tie it together with critical, business-impacting projects.
• Collaborate across teams in the product development lifecycle with product management, design & analytics to ensure technical sustainability, risks and trade-offs are understood and managed.
• Act as a force-multiplier for your team through the definition and advocacy of technical solutions and operational processes.
• Maintain and support integrations between Salesforce and core systems (Snowflake, Amazon Connect, internal tools) to enable seamless case creation flows and automation.
• Develop and enforce best practices for system governance, security, and data integrity, ensuring compliance with fintech regulations (e.g., PCI-DSS, GDPR, SOC
  2).
• Collaborate with cross-functional teams (Ops Excellence, Servicing, Product, Security, Engineering) to translate business needs into scalable system solutions.
• Drive excellence and automation in Dev Ops leveraging the Salesforce Dev Ops Center and/or Git Hub Actions.
• Utilize Lightning Flows, Agentforce and other low-code tools to improve workflows and reduce manual processes.
• Manage system enhancements and customizations, including configurations, flows, Lightning components, and API integrations.
• Oversee JIRA boards for business systems projects, defining requirements, managing sprints, and ensuring timely execution.
• Develop metrics for system observability, availability and performance; monitor performance, troubleshoot issues, and drive continuous improvements.
• Provide training and documentation to ensure high adoption and effective use of business systems.

• This position requires either equivalent practical experience or a Bachelor’s degree in a related field.
• 5+ years of experience in Business Systems Engineering, Software or Enterprise Applications, preferably in fintech, SaaS, or high-growth tech environments.
• Deep expertise in Salesforce (certifications preferred: Salesforce Admin, Advanced Admin, Platform App Builder, Developer I).
• Experience implementing and improving Salesforce platform observability and availability best practices within the platform.
• You thrive in ambiguity and are comfortable moving from low-level language idioms to the architecture of large systems to understand how they work.
• Your growth and impact trajectory demonstrates mastery in gathering and iterating on feedback from engineering and cross-functional peers.
• Experience with Salesforce Service Cloud functionality such as Case Management, Knowledge Base, Omni-Channel, and Service Console configurations.
• Deep understanding and hands-on experience implementing and optimizing Service Cloud features like Skill-Based Routing, Entitlements, and Messaging for In-App and Web (MIAW), Einstein Gen AI for Service.
• Familiarity with Lightning Web Components, Apex, Build Kite, Github and other development or CI/CD tools within Salesforce.
• Strong understanding of data modeling, reporting, and analytics, with experience leveraging Snowflake for business intelligence.
• Technical proficiency in Salesforce administration, declarative development (Flows, Process Builder, validation rules, SQL) and basic Apex development.
• Hands-on experience with JIRA, Notion, and Agile methodologies to manage sprints and system-related projects.
• Ability to thrive in a fast-paced, high-performance culture, balancing multiple priorities with strong execution.
• Excellent problem-solving and communication skills, with the ability to bridge technical and business needs.

Location REMOTE U.S.

Pay Grade - J

Equity Grade - 5

Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents).

USA Pacific base pay range (CA, WA, NY, NJ, CT): $130000 - $170000

USA Sapphire base pay range (all other U.S. states): $115000 - $155000

Affirm is proud to be a remote-first company. The majority of our roles are remote and you can work almost anywhere within the country of…