Remote PMT Technical Trainer SME

Job Summary

We’re hiring a Senior Salesforce Architect to own the end‑to‑end Salesforce architecture for Radwell’s data, integrations, security, and scale. This is a hands‑on architecture role that sets guardrails, leads solution design, and enables distributed delivery teams. You’ll translate Radwell’s MRO realities like millions of SKUs, complex pricing/entitlements, and repair/RMA into elegant, resilient Salesforce solutions across Sales Cloud, Service Cloud, Experience Cloud, and (preferably) CPQ/Revenue Cloud.

As a Salesforce Architect, you will work closely with cross‑functional teams—including business analysts, project managers, and integrations team—to deliver scalable solutions that improve business efficiency and streamline operations.

• Define the multi‑cloud target architecture, data model, and sharing/security model to support high‑volume catalog, pricing, warranty/entitlement, and depot repair flows.
• Translate business processes (lead→quote→order, repair/RMA, returns, warranty) into scalable solutions using Apex, Lightning Web Components, Flows, Platform Events, and declarative best practices.

• Lead real‑time and near‑real‑time integrations with ERP (pricing, ATP, order/invoice status), , Genesys Cloud (CTI/IVR/screen‑pop), and marketing cloud, & data platforms.
• Select and govern integration patterns (REST, GraphQL, Platform Events, CDC, middleware such as Mule Soft/Boomi/Queues) with clear SLOs for latency, reliability, and data quality.

• Architect guided selling, complex pricing/discounting, approvals, and renewal/expansion motions (CPQ/Revenue Cloud preferred).
• Design a unified service console (cases, knowledge, digital channels), integrated repair center workflows, and entitlement‑aware SLAs.

• Establish coding standards, review gates, and solution assurance; run design reviews and coach globally distributed teams.
• Own environment strategy (sandboxes), release management, and CI/CD (Git Hub/Jenkins/Azure Dev Ops) with automated testing and test data.
• Ensure compliance (SOX, GDPR/CCPA, PII handling), auditability, and data retention policies.

• Lead the Salesforce Center of Excellence (CoE): roadmap, backlog shaping, architecture runway, partner/vendor management.
• Produce reference architectures, diagrams, and documentation; upskill admins, developers, and product owners.

• Blueprint & use cases:
  Define Radwell’s Agentic AI strategy and where to deploy Salesforce Agent force (sales, service, RMA/repair, quoting/CPQ, order status, knowledge).
• Task‑first agents:
  Build agents that can reason, decide, and act; equipped with tools to price/quote via ERP, fetch order/invoice status, triage/deflect cases, schedule repairs, and suggest alternates/substitutions for hard‑to‑find SKUs.
• Grounding & guardrails:
  Ground agents on trusted Radwell data (catalog, pricing, inventory, entitlements) via Einstein & custom data platform (or equivalent); implement RBAC/ABAC, human‑in‑the‑loop for high‑risk actions (e.g., discount overrides), and full action audit trails.
• Tooling & orchestration:
  Configure Agentforce toolkits/skills and flows to invoke internal and external APIs (ERP, , Genesys, payments, tax, shipping) using reliable patterns (Platform Events, CDC, queues, middleware).
• Observability & control:
  Stand up command‑center style telemetry (accuracy, escalation rate, tool‑success, cost per task, latency) with policy controls and kill‑switches by channel/region.
• Multi‑channel experiences:
  Enable agents in the service console, on  (web chat), via Genesys (voice/IVR deflection & screen‑pop), and in Slack for internal users…