Enterprise​/Principal CRM Architect – Salesforce

Enterprise / Principal CRM Architect – Salesforce

Crystal City; US Remote

At 2U, we are all in on purpose. We are motivated by our mission – to make learning limitless– and connected by our shared passion to deliver world-class higher education  the parent company of edX, a leading online learning platform, 2U powers thousands of higher education offerings – from free courses to full degrees. Together with our college, university, and corporate partners, we are helping accelerate careers and transform lives.

What We’re Looking For:

2U is seeking a senior, enterprise-level Salesforce Architect to define and govern the CRM and Service platform architecture across the learner lifecycle. In this strategic role, you will define and govern the enterprise architecture for Salesforce Agentforce, overseeing Service Cloud, Omni-Channel, Agent Workspace, and integrations with Data Cloud and core enterprise systems to deliver scalable, secure, and personalized student engagement at platform scale.

You will operate as the technical authority for Salesforce CRM, Service Cloud and Agentforce, responsible for architecture decisions, platform standards, and long-term scalability, while guiding delivery teams and system integrators.

Responsibilities Include, But Are Not Limited To:

• Own and govern the Salesforce CRM architecture, including platform boundaries, customization strategy, integration standards, and scalability guardrails
• Define the target-state architecture and oversee implementation of Salesforce Agentforce solutions
• Translate complex business workflows into scalable, secure, and maintainable Salesforce technical solutions.
• Design and implement intelligent agent systems tailored for Enrollment, Placement, Application, and Student Success teams.
• Leverage Salesforce Data Cloud to create unified learner profiles and power AI-driven recommendations.
• Define architectural patterns and guardrails for productivity features such as Macros, Quick Text, automated emails, and GPA/activity-based triggers.
• Act as the technical lead for coordination with SI and Salesforce, ensuring solution integrity, timely sign-offs, and delivery alignment throughout the entire project lifecycle.
• Guide sprint demos, participate in gap analysis reviews, and validate user stories and change requests throughout the project lifecycle.
• Ensure compliance with enterprise architecture, data privacy, and internal coding/configuration standards.
• Provide technical leadership and mentorship to internal Salesforce admins, developers, and analysts.
• Lead technical workshops, architecture reviews, and training sessions for internal teams and stakeholders.
• Support training design and delivery in partnership with change management and end-user enablement teams.

Things That Should Be In Your Background:

• 15+ years in enterprise CRM platforms, with 8-10+ years operating as a Salesforce Technical / Solution Architect in large-scale environments.
• Demonstrated ownership of Salesforce architecture decisions across multiple teams or programs (not limited to a single project or pod).
• Hands-on architectural experience with Salesforce Service Cloud and production-grade Agentforce or advanced Service Cloud implementations.
• Deep technical understanding of Omni-Channel routing, Einstein Bots, Voice, Service Cloud Voice or other IVR CTI integrations, and Live Chat.
• Strong expertise and experience on integration patterns in Apex, Lightning Web Components (LWC), Salesforce APIs, and automation using Flow.
• Proven experience designing and integrating with third-party systems (CTI, chatbots, LMS, etc.).
• Familiarity with Salesforce data security models, permission sets, and role hierarchies.
• Salesforce Application Architect or System Architect certification required.

Other Attributes That Will Help You In This Role:

• Salesforce Certified Agentforce Specialist or Service Cloud Consultant.
• Salesforce Data Cloud Consultant certification or practical experience with Data Cloud ingestion and unification.
• Experience designing AI-powered workflows and multi-agent systems.
• Knowledge of CTI platforms and voice integrations within Salesforce environments.
• Background in regulated industries such as higher…