SweetRush Inc. · 8 hours ago
Salesforce Solutions Architect / Engineer - W2 Hourly Contract
Dallas–Fort Worth, TX
Full-time, Contract
Onsite
Senior LevelSweetRush Inc. is a global leader in learning and development, blending storytelling and emerging tech to help organizations flourish. They are seeking a Salesforce Solutions Architect/Engineer to design and implement complex Salesforce Service Cloud solutions, enhancing customer support infrastructure and agent efficiency.
E-Learning
Responsibilities
Design end-to-end support workflows, including support settings, case statuses, and persona-based permissions for varied customer tiers
Configure Omni-Channel and Skills-Based Routing to ensure cases are directed to the right expert at the right time
Build advanced Salesforce Flows to handle cross-object logic, auto-responses, and automated escalations
Design Entitlement Processes and Milestones to track and protect SLAs, ensuring no case falls through the cracks
Architect Experience Cloud sites to drive case deflection and empower customers with real-time ticket tracking
Customize the Service Console using Macros and Quick Actions to create a 'single-pane-of-glass' workspace for agents
Implement Salesforce Knowledge and connect external systems (like Jira and Telephony) to bridge the gap between support and engineering
Develop CSAT automation and executive dashboards to monitor process bottlenecks and agent performance
Qualification
Required
Proven experience designing and implementing complex Salesforce Service Cloud solutions
Expert-level proficiency in building complex Salesforce Flows and automation logic
Deep understanding of Entitlements, Milestones, Omni-Channel routing, and the Service Console
Hands-on experience building and configuring Experience Cloud (formerly Community Cloud) for customer self-service
Familiarity with connecting Salesforce to Jira and Telephony/CTI systems
Ability to translate business requirements into technical roadmaps and executive-level reports
Preferred
Salesforce Certified Solution Architect or Service Cloud Consultant certifications
Experience in the e-learning or digital agency space
Familiarity with Salesforce Chatbot configuration
Company
SweetRush Inc.
SweetRush is an e-learning company providing virtual classroom and gamification solutions.
Founded in 2001
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2026-01-09Acquired
Leadership Team
Andrei Hedstrom
Chief Executive Officer / Servant
Mau Robles
Catalyst & Chief Financial Officer
Recent News
2023-12-25
Company data provided by crunchbase