Solutions Architect - Salesforce

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experience. Our AI agents provide intelligent, human-like responses across chat, email, and voice, resolving millions of customer inquiries across every language and at any time.

Since coming out of stealth, Decagon has experienced rapid growth. We partner with industry leaders like Hertz, Eventbrite, Duolingo, Oura, Bilt, Curology, and Samsara to redefine customer experience at scale. We've raised over $200M from Bain Capital Ventures, Accel, a16z, BOND Capital, A*, Elad Gil, and notable angels such as the founders of Box, Airtable, Rippling, Okta, Lattice, and Klaviyo.

We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values—customers are everything, relentless momentum, winner’s mindset, and stronger together—shape how we work and grow as a team.

About the Role

Decagon is seeking a Founding Salesforce Architect, a strategic and highly technical leader who will define how enterprises design, extend, and integrate Salesforce solutions—particularly focused on Service Cloud and core ticketing workflows. This role sits at the intersection of enterprise architecture, complex system integration, and customer support technology strategy. You will act as a trusted advisor to prospects and customers, helping them architect scalable Salesforce solutions that support sophisticated service operations, internal support models, and integrations with external systems.

As a foundational hire, you will define best practices for Salesforce architecture, partner closely with Sales, Product, and Engineering, and establish technical standards that ensure Decagon’s offerings integrate seamlessly into Salesforce ecosystems. You will establish credibility with stakeholders across business and technical organizations, including customer support leadership, CRM platform teams, and integration engineering groups.

What You’ll Do

• Partner with Account Executives and Customer Success to discover, qualify, and design Salesforce-based solutions that address complex service and support use cases.
  

• Lead technical conversations with prospects and customers about Salesforce capabilities, translating business requirements into robust Service Cloud architecture and integration designs.
  

• Architect scalable ticketing and case management solutions leveraging Salesforce Service Cloud, including automation, routing, knowledge models, and agent workflows.
  

• Design and oversee integrations between Salesforce and external systems using APIs, middleware (e.g., MuleSoft), ETL platforms, and event-driven patterns.
  

• Create reference architectures, reusable design patterns, and implementation playbooks that scale across customers for support and service delivery scenarios.
  

• Provide hands-on configuration, development, and troubleshooting in Salesforce when needed—serving as the SME for complex customizations and deployment practices
  

What You’ll Bring

• 8–12+ years of experience in technical CRM architecture, system integration, or enterprise solutions engineering with a strong emphasis on Salesforce implementations.
  

• Deep expertise with Salesforce Service Cloud, including case management, console configurations, omni-channel routing, and automation capabilities.
  

• Proven track record integrating Salesforce with external systems (ERP, ticketing, identity, data platforms) via REST/SOAP APIs, middleware, or custom connectors.
  

• Experience designing and implementing scalable data models, sharing/security models, and automation (Flows, Apex, asynchronous patterns) in Salesforce.
  

• Strong ability to engage with diverse stakeholders—from business leaders to technical delivery teams—and translate complex requirements into actionable architecture and implementation plans.
  

• Demonstrated success leading technical pre-sales design engagements and driving architectural consensus in ambiguous enterprise environments.
  

Even Better If You Have

• Experience building best-in-class service and support platforms using Salesforce Service Cloud, including integrated ticketing and support analytics.
  

• Hands-on experience with MuleSoft or equivalent integration platforms connecting Salesforce to mission-critical systems.
  

• Salesforce Architect (CTA), Application Architect, or System Architect certifications.
  

• Background in customer support systems (e.g., Zendesk, Jira Service Management) and migrating or integrating service workflows into Salesforce.