Enterprise​/Principal CRM Architect – Salesforce

Note:

By applying to this position your application is automatically submitted to the following locations:
Crystal City, VA;
Remote: US, US

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education  the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees.

Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

2U is seeking a visionary and hands‑on Agentforce Architect to lead the architecture and delivery of intelligent, AI‑driven service experiences across the learner journey. In this strategic role, you will be responsible for designing and implementing Salesforce Agentforce capabilities—including Service Cloud, Omni‑Channel, Agent Workspace, and integrations with Data Cloud and enterprise systems to enable personalized and scalable student engagement. You will act as the technical authority across our Agentforce program, partnering closely with stakeholders, Salesforce, and our SI partner to drive end‑to‑end delivery of employee agent experiences that improve student outcomes.

• Architect and oversee implementation of Salesforce Agentforce solutions including Service Cloud, Agent Console, Omni‑Channel, Voice, Live Agent, and AI‑powered automation.
• 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.
• Design and implement 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.

• 10+ years of Salesforce platform experience, with 5+ years as a Technical or Solution Architect.
• Hands‑on experience with Salesforce Service Cloud, Sales Cloud, SFMC (Preferable) and Agentforce / Agent Workspace.
• Deep understanding of Omni‑Channel routing, Einstein Bots, Voice, and Live Chat.
• Strong expertise 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 Certified Application Architect or Salesforce Certified System Architect required.

• At least one full implementation experience of Agentforce preferred.
• Salesforce Certified Agentforce Specialist or Service Cloud Voice / Omni‑Channel Accredited Professional.
• 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 education, healthcare, or financial services. Familiarity with Agile methodologies and Dev Ops tooling such as Copado or Gearset.
• Salesforce Certified Technical Architect (CTA) is a strong plus.
• Experience…