[Hiring] Senior Salesforce Architect @SUSE RGS

Role Description

The RGS Operations team is seeking a Senior Salesforce Architect to assume overall responsibility for the RGS Salesforce environment. In this pivotal role, you will engage with key stakeholders to scope and prioritize initiatives, ensuring the delivery of efficient, scalable solutions that transition our ecosystem from legacy third-party tools to a fully unified, automated platform. You will lead complex efficiency enhancements, govern platform architecture, and ensure strict compliance with government contracting standards to support the sales enablement systems of our rapidly growing organization.

Duties and Responsibilities

• Core CRM & Revenue Operations
  • Sales Cloud: Serve as the core CRM program of record for Sellers and Customer Success Executives to manage opportunities, forecasting, and cadences.
  • Revenue Cloud Advanced (RCA) / CPQ: Lead the multi-year implementation of RCA to replace our deprecated Salesforce CPQ package.
  • Billing & Compliance: Configure native RCA features to automate invoice generation and ensure Integrated Revenue Recognition in compliance with ASC 606/IFRS 15 standards.
  • CPQ "Integrity Engine": Build and manage Configuration Rules, Auto-Add rules, and Advanced Approvals to protect margins and automate the quote-to-cash workflow.
• Service & Customer Experience
  • Service Cloud: Drive the complete migration from Zendesk to Service Cloud, establishing Email-to-Case routing architectures, managing complex SLA clocks (Entitlements and Milestones), and enforcing data governance via Global Picklists.
  • Knowledge Management: Implement and manage Salesforce Knowledge, establishing a draft-to-publication lifecycle and utilizing Einstein Article Recommendations within the agent console.
  • Experience Cloud (RGSCC Phase 2): Build and maintain secure, branded external customer portals authenticated via Okta where customers can view product entitlements, submit support cases, and browse the knowledge base.
• Enterprise Resource Planning & Architecture
  • Certinia (FinancialForce): Integrate and configure Certinia for Professional Services Automation (PSA) to streamline project/resource management, internal financial visibility, and T&E tracking.
  • DevOps Center: Standardize the Salesforce development lifecycle, automate change tracking, and manage complex release deployments and environment synchronizations.
  • Salesforce Shield & Platform Security: Maintain platform hardening, file upload governance (Content Security Policies), and data protection protocols.
• Strategic Future Initiatives (FY27 Roadmap)
  • Agentforce: Deploy an AI-driven, unified console interface for service agents to reduce context switching.
  • Advanced Dashboards: Deploy predictive analytics and interactive executive dashboards utilizing Tableau CRM / Einstein Analytics.
  • Compliance: Execute platform hardening to meet strict Cybersecurity Maturity Model Certification (CMMC) Level 2 requirements for handling sensitive government data.
  • Salesforce Mobile: Lead the strategic rollout and configuration for key field and sales users.
• Other duties as assigned.

Qualifications

• Deep technical knowledge and hands-on implementation experience across a modern Salesforce ecosystem.
• Expertise in advanced subscription and usage-based billing, complex order and contract management (amendments, renewals, co-terminations, bundling), and channel partner revenue management.
• Demonstrated capability in configuring Revenue Cloud Advanced (RCA) / CPQ and migrating off legacy third-party support systems (e.g., Zendesk).
• Experience integrating FinancialForce/Certinia and enforcing DCAA, FOCI, and CMMC compliance standards.
• Extensive experience with Salesforce DevOps Center, managing a strict "sandbox-first" deployment lifecycle.
• Proven ability to work independently, manage multiple complex projects, and lead architectural governance.

Location/Travel

• Remote flexibility (or specific location as determined by RGS hiring requirements).
• Travel expectations as dictated by project or leadership needs.