Support Systems Architect, Service Cloud Expert

Sovos Latinoamérica; Ciudad de México; Presencial; MXN 900.000 - 1.500.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible Time‑Off

Comprehensive Health benefits

Meal Vouchers

Bi‑Weekly Meeting Free Days

Mentoring Programs

Training and Development programs

Virtual English Club

Descripción de la vacante

Sovos is seeking a Support Systems Architect/Developer to own the build and continuous improvement of the Salesforce environment powering Sovos' global customer‑support operation. You will design, build, and maintain Salesforce solutions across Service Cloud, Experience Cloud, Einstein Bots, and Omni‑Channel, collaborating with CX leadership to deliver scalable outcomes.

You will lead from design through deployment, manage integrations with the wider support stack, and enforce security, release

Formación

• 3+ years developing on the Salesforce platform, with at least 3 years focused on Service Cloud or customer‑support use cases.
• Strong hands‑on experience with Service Cloud, Case Management, Omni‑Channel, and Experience Cloud.
• Experience with Einstein Bots, Messaging, and Salesforce AI features strongly preferred.
• Solid Apex, LWC, SOQL, and REST integration experience alongside strong declarative skills.
• Salesforce Administrator and Platform Developer I certifications required; Service Cloud Consultant certification strongly preferred.
• Bachelor's degree in Computer Science or related field; equivalent experience accepted.

Responsabilidades

• Design, configure, and develop solutions across Service Cloud, Experience Cloud, Einstein Bots, Messaging, and Omni‑Channel Routing.
• Own the mix of declarative (Flow, validation rules, page layouts) and programmatic (Apex, LWC, triggers) work needed to meet each use case.
• Maintain clean metadata, version control, and a healthy release pipeline across sandboxes and production.
• Partner with the CX Product Owner to translate business problems into Salesforce solution designs, with trade‑offs clearly laid out.
• Research third‑party AppExchange packages, alternative patterns, and Salesforce platform features to recommend the best‑fit approach.
• Lead implementation from design through deployment, including unit tests, UAT support, and hypercare.
• Build and maintain integrations between Salesforce and the wider support stack (TheLoops, Ask Sovi, analytics, internal APIs).
• Automate repetitive agent and supervisor tasks—queue management, case routing, SLAs, escalations—to free up capacity.
• Apply Salesforce best practices around security, performance, release hygiene, and technical debt management.
• Produce clear technical documentation and partner with Enablement on agent‑facing change communications.

Conocimientos

English communication

Solutions thinking

Team collaboration

Educación

Bachelor's degree in Computer Science or related field

Salesforce Administrator I

Platform Developer I

Service Cloud Consultant (preferred)

Herramientas

Service Cloud

Experience Cloud

Einstein Bots

Messaging

Omni‑Channel

Apex

LWC

SOQL

REST integrations

Flow

Descripción del empleo

Sovos is seeking a Support Systems Architect/Developer to own the build and continuous improvement of the Salesforce environment powering Sovos' global customer‑support operation. You will design, build, and maintain Salesforce solutions across Service Cloud, Experience Cloud, Einstein Bots, and Omni‑Channel, collaborating with CX leadership to deliver scalable outcomes.

You will lead from design through deployment, manage integrations with the wider support stack, and enforce security, release