Senior Salesforce Architect (Agent and Channel Experience)

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later — without hidden fees or compounding interest.

As a Senior Architect, you will be an integral member of the Business Systems team within Servicing. You’ll collaborate with Business Systems, Engineering, Product, Operations, and key stakeholders to craft and deliver technical solutions that solve business problems and transform the way our Service Agents thrive.

We are looking for candidates who strive for simple, sophisticated solutions and who continuously grow both their technical and soft skills. The ideal candidate demonstrates the ability to work efficiently and adapt within a constantly evolving environment.

In this role, you will lead high-impact projects from inception to completion, ensuring that each initiative aligns with company goals and delivers measurable results. You’ll serve as the technical lead for a team of system leads, shaping technical strategy for platform improvements and project execution.

We are experiencing explosive growth with millions of customers across thousands of merchants in-store and online. Your technical leadership will be a key enabler of that growth. Come join us as we build a beloved, lasting financial services brand predicated on honesty and trust. It’s going to be an amazing ride!

What You’ll Do

• Own and optimize Salesforce as the primary CRM, ensuring it meets business needs across Servicing, Operations, Compliance, and Customer Success.

• Hold a high technical bar for your work and your team’s tactical changes; partner with the Systems Manager to influence technical strategy.

• Collaborate with Product Management, Design, and Analytics to ensure technical sustainability, risk management, and informed trade-offs.

• Architect end-to-end Salesforce solutions across Service Cloud and other business systems.

• Lead evaluation of new Salesforce features and third-party technologies to enhance functionality and user experience.

• Act as a force-multiplier for your team by defining and advocating technical solutions and operational processes.

• Maintain and support integrations between Salesforce and core systems (Snowflake, Amazon Connect, internal tools) to enable seamless case creation flows and automation.

• Consistently generate simple, elegant designs and write high-quality, reusable code.

• Develop and enforce best practices for system governance, security, and data integrity, ensuring compliance with fintech regulations (e.g., PCI-DSS, GDPR, SOC 2).

• Partner with Ops Excellence, Servicing, Product, Security, and Engineering to translate business needs into scalable system solutions.

• Drive excellence and automation in DevOps using Salesforce DevOps Center and/or GitHub Actions.

• Leverage Lightning Flows, Agentforce, and other low-code tools to improve workflows and eliminate manual processes.

• Manage system enhancements and customizations, including configurations, flows, Lightning components, and API integrations.

• Develop metrics for system observability, availability, and performance.

• Monitor system performance, troubleshoot issues, and drive continuous improvements.

• Provide training and documentation to ensure strong adoption and effective use of business systems.

What We Look For

• 5+ years of experience in Business Systems Engineering, Software, or Enterprise Applications, preferably in a fintech, SaaS, or high-growth tech environment.

• Deep expertise in Salesforce (certifications preferred: Salesforce Admin, Advanced Admin, Platform App Builder, Developer I, Certified Architect).

• Experience working with cross-functional teams including Product, Design, Analytics, and Business teams.

• Proven ability to implement and improve Salesforce platform observability and availability best practices.

• Comfort with ambiguity, and ability to move from low-level language idioms to large-scale system architecture.

• Demonstrated growth and impact through incorporating feedback from engineering and cross-functional peers.

• Experience with Salesforce Service Cloud functionality such as Case Management, Knowledge Base, Omni-Channel, and Service Console configurations.

• Hands-on expertise in implementing and optimizing Service Cloud features including Skill-Based Routing, Entitlements, Messaging for In-App and Web (MIAW), and Einstein Gen AI for Service.

• Familiarity with Lightning Web Components, Apex, BuildKite, GitHub, and other CI/CD tools within Salesforce.

• Strong understanding of data modeling, reporting, and analytics, with experience leveraging Snowflake for business intelligence.

• Experience working in Scrum or other Agile methodologies.

• Technical proficiency in Salesforce administration, declarative development (Flows, Process Builder, validation rules, SQL), and basic Apex development.

• Hands-on experience with JIRA, Notion, and Agile methodologies to manage sprints and system-related projects.

• Ability to thrive in a fast-paced, high-performance culture, balancing multiple priorities with strong execution.

• Excellent problem-solving and communication skills, with the ability to bridge technical and business needs.