Support System Architect

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Support System Architect in India.

This role offers the opportunity to shape and evolve a global customer support technology ecosystem within a fast-growing, mission-driven environment. You will design and optimize the architecture behind customer experience and technical support platforms, ensuring scalability, reliability, and seamless integration across tools such as Salesforce and AI-driven systems. Acting as a key technical leader, you will drive automation and innovation across support workflows, enabling smarter and faster customer service operations. You will collaborate closely with business systems, support, and customer experience teams to align technology with operational goals. The environment is highly collaborative, remote-first, and focused on continuous improvement and impact at scale. This position is ideal for someone passionate about combining architecture, AI, and customer experience transformation.

In this role, you will define and evolve the technical architecture for customer support systems, ensuring stability, scalability, and alignment with enterprise business systems and CX platforms.

• Design and own the end-to-end architecture for customer support and CRM ecosystems, including Salesforce Service Cloud (cases, SLAs, omnichannel, knowledge, messaging, and integrations).
• Lead the integration strategy across platforms such as AI support tools, CRM systems, and operational tools like Jira and Wrike.
• Drive AI-enabled transformation by embedding generative AI and machine learning into support workflows and automation layers.
• Conduct architecture reviews, enforce engineering standards, and ensure scalable and secure system design.
• Collaborate with cross-functional teams to translate business requirements into technical solutions and scalable system designs.
• Oversee system performance, cost optimization, governance, and continuous improvement of the support technology stack.

Requirements

This role requires strong enterprise architecture experience within CRM and customer support ecosystems, along with deep technical expertise in Salesforce and integration-driven environments.

• 8–10+ years of experience in enterprise CRM systems, including 6+ years of hands-on Salesforce expertise.
• Strong experience with Salesforce Service Cloud at scale, including omni-channel routing, case management, and knowledge systems.
• Deep technical skills in Apex, Flow, APIs (REST), integration architecture, and platform events.
• Strong understanding of system architecture, data flows, security models, and enterprise integration patterns.
• Experience with AI/ML-driven support systems and automation frameworks, including tools like Forethought or similar platforms.
• Excellent stakeholder management, communication, and cross-functional leadership abilities.
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).

Benefits

• Competitive compensation aligned with senior architecture roles
• Remote-first working model with global collaboration exposure
• Opportunity to lead AI-driven transformation in customer experience systems
• Work on large-scale enterprise platforms with modern cloud and CRM technologies
• Strong focus on innovation, automation, and continuous learning
• Inclusive, collaborative, and globally distributed work environment
• Career growth opportunities in enterprise architecture and AI-enabled systems