Job Description

Viventium Software Inc. is a SaaS-based human capital management solution that provides a remarkable user experience and award- winning software. Viventium provides flexible software and expert guidance so clients can be sure their payroll is done right.



Viventium offers specialized solutions in the health services markets which include home care agencies and skilled nursing facilities. Viventium Software supports all fifty of the United States with payroll and HR solutions.



Relax - you're with Viventium.

Overview

We are seeking a strategic, hands-on

Salesforce Architect

to lead the evolution, scalability, and governance of our Salesforce environment. This role focuses on

Service Cloud

,

AI-driven enhancements

,

client services and implementation workflows

, and enabling

self-service support

and

partner operations

.



The Salesforce Architect will work closely with the Salesforce admin team and cross-functional stakeholders to deliver scalable, sustainable solutions while managing

system health

,

technical debt

, and

data governance

.



The ideal candidate brings strong development experience, deep understanding of business operations, and a passion for clean architecture, automation, and documentation. Experience with

middleware tools

(e.g., Informatica, Zapier),

Customer Success Management (CSM) platforms

, and

consumption-based billing

is highly desired.

Key Responsibilities

Client Success & Support Optimization

Design and enforce structured

case escalation workflows

, including severity levels, auto-escalation rules, and SLAs. Implement and manage

milestone tracking

and

entitlement processes

to ensure timely support delivery across tiers. Monitor and analyze

case handling time

and escalation trends to improve response velocity and resource planning. Use AI and automation to flag cases at risk of escalation or SLA breach based on sentiment, history, or metadata. Enhance the

Knowledge Base

by improving structure, discoverability, and integration with case submission. Implement AI tools (e.g., Einstein, GPT search) to optimize case deflection and article surfacing during the support experience.

Architecture & Systems Engineering

Architect and deliver scalable, maintainable solutions in

Service Cloud

that support evolving business needs. Build robust tooling for

services and implementation teams

, including project tracking, onboarding workflows, and automation. Write, review, and optimize

Apex

,

Lightning Web Components (LWC)

, and

Salesforce Flows

. Architect and manage secure, scalable integrations using

Informatica

,

Zapier

, and Salesforce APIs for platforms like NetSuite, CSM systems, and billing platforms. Collaborate with the Salesforce admin team and Sr. Director of Revenue Operations to align platform architecture with long-term business goals while addressing technical debt.

Governance, Documentation & Quality Assurance

Lead initiatives for

data governance

, including field standardization, deduplication, and data integrity. Define and enforce best practices for naming conventions, validation rules, and documentation standards. Establish robust

testing protocols

, including UAT planning and regression testing. Maintain comprehensive, auditable

technical documentation

for all system logic, workflows, and integrations. Promote a documentation-first mindset across the Salesforce ecosystem.

Strategic Operations & Enablement

Support the operationalization of

partner programs

, including planning and readiness for a future Partner Portal. Design secure, scalable data models for

partner engagement

, lead sharing, and services visibility. Contribute to systems that support

consumption-based billing workflows

, integrating data from external systems when necessary. Collaborate cross-functionally to prioritize enhancements that align with broader

revenue operations goals

.

Desired Skills & Experience

We're looking for a candidate with deep Salesforce expertise and a strong operational mindset--comfortable designing technical architecture, managing governance, and enabling high-impact use cases across services, support, and partner operations.

Required

6+ years of hands-on Salesforce experience with strong focus on

Service Cloud architecture

Experience supporting

services and implementation workflows

,

case management

, and support operations Proficiency in

Apex

,

Lightning Web Components (LWC)

,

Salesforce Flows

, and

API-based integrations

Experience designing and managing

case escalation frameworks

, including milestones and entitlement processes Experience using

case time-tracking data

to improve team efficiency and resource allocation Strong commitment to

documentation

,

testing

, and maintaining long-term system integrity Ability to

translate technical concepts

for non-technical stakeholders and influence cross-functional decisions Collaborative team player with experience working across

admin, RevOps, and support

teams

Highly Desired

Familiarity with

Sales Cloud

functionality and use cases Experience with

middleware platforms

(e.g.,

Informatica

,

Zapier

) Exposure to

consumption billing models

and usage-based pricing workflows Experience with

Customer Success platforms

such as

Gainsight

,

Totango

, or

ChurnZero

Integration experience with

NetSuite

Experience supporting or designing

partner operations

or preparing for

partner portal implementations

Salesforce certifications such as

Service Cloud Consultant

or

Application Architect

Viventium is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Viventium makes hiring decisions based solely on qualifications, merit, and business needs at the time.