Architect - Salesforce Service Cloud

lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in.

As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.

The architecture group at lululemon is responsible for guiding the design and implementation of technical strategies that support every aspect of our rapidly scaling global business. You will work in a matrixed environment alongside peers in business, engineering, program, ux and strategy – among other disciplines – to collaboratively develop and deliver industry leading technology solutions aligned to business goals and objectives.

In addition to your primary team, project, or portfolio you will be supported by a diverse Architecture Community of Practice, which provides learning and governance resources to all architects and will help you build a strong and robust practice of leadership grounded in technical proficiency, innovative thinking and empathy.

The Architect develops detailed solution roadmaps for a specific system, project, or application. You will partner closely with engineers and project management to ensure that implementation meets design expectations and adheres to enterprise architecture standards.

• Produce and present solution options to project leadership with clear definitions of the benefits and tradeoffs of each proposal.
• Participate and present at architecture design reviews and lead the governance activities for a given solution.
• Act as subject matter expert within your specific product/platform while also demonstrating knowledge beyond a singular service to encompass multiple interdependent services both on premise and within SaaS or cloud infrastructure and effectively design interactions in a highly matrixed environment.
• Develop and maintain component level (e.g. system, service or application) roadmap(s) for assigned portfolio and ensure that solutions recommended for implementation adhere to organizational architecture standards, patterns & practices.
• Design and develop detailed architecture design artifacts (including, but not limited to logical, conceptual and integration diagrams) for assigned teams and projects.

• Bachelor’s degree in Computer Science, Information Systems, or a related technology field, or equivalent practical experience.
• 6+ years of experience designing and delivering Salesforce solutions, with at least 4 years focused on Salesforce Service Cloud in complex enterprise environments.
• Deep understanding of Service Cloud capabilities, including omnichannel routing, digital channels, Agentforce, case management, and contact center operations.
• Experience working closely with Salesforce (product teams, account teams) to evaluate SKUs, features, and roadmap capabilities, and translating them into scalable solutions.
• Strong background defining enterprise data models, business metrics, and KPIs within Salesforce, particularly for service and agent performance reporting.
• Expertise in contact center analytics, including agent productivity, case lifecycle management, customer interactions, and SLA performance.
• Hands‑on experience integrating Salesforce with enterprise data platforms and services, including Snowflake, using both batch and real‑time patterns.
• Working knowledge of event‑driven architectures and real‑time integrations using Kafka or similar streaming technologies.
• Experience designing scalable, secure architectures that integrate Salesforce with broader enterprise tech stacks (e.g., Java, Spring Boot, APIs).
• Ability to collaborate effectively across internal development teams, multiple systems integrators (SIs), and third‑party vendors.
• Strong communication and…