Enterprise Architect - Customer Service and Professional Services Technology

Dayforce US, Inc.; Minnesota; Remote; USD 120,000 - 160,000; Full time

Job summary

An established industry player is seeking an experienced Enterprise Architect to lead the strategic direction of customer service and professional services technology. This role offers the chance to shape the future of enterprise architecture while driving business growth through innovative solutions. The ideal candidate will have a deep understanding of TOGAF, Salesforce Service Cloud, and AI frameworks. Join a forward-thinking company that values diversity and encourages personal and professional growth, offering excellent benefits and a commitment to community impact.

Benefits

Comprehensive wellness initiatives

Competitive pay

Time away from work programs

Volunteer days

Community impact opportunities

Qualifications

• Proven experience as an Enterprise Architect focusing on customer service technologies.
• Strong proficiency in TOGAF and Salesforce Service Cloud.
• Expertise in AI applications for customer service.

Responsibilities

• Develop and maintain enterprise architecture for customer service technology.
• Collaborate with IT and business leaders for innovation opportunities.
• Lead and mentor architects, ensuring alignment with best practices.

Skills

Enterprise Architecture

TOGAF

Salesforce Service Cloud

Python

Java

Professional Services Automation (PSA)

AI and Machine Learning

ETL Processes

Vendor Management

Customer Engagement Strategies

Education

Bachelor's degree in Computer Science

Master's degree in a related field

Tools

Salesforce

AI frameworks

ETL tools

CRM systems

Cloud platforms (GCP, AWS, Azure)

Job description

Enterprise Architect - Customer Service and Professional Services Technology

Canada

Job Description

Posted Friday, May 2, 2025 at 3:00 AM | Expires Monday, June 2, 2025 at 2:59 AM

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region. Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce. Our brand promise - Makes Work Life Better TM - Reflects our commitment to employees, customers, partners and communities globally.

Location:Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in US and Canada

About the opportunity

We are seeking an experienced Enterprise Architect (Customer Service and Professional Services Technology) to lead the strategic direction of our enterprise architecture, with a focus on customer service and professional services technologies. The ideal candidate will have a deep understanding of TOGAF, business architecture, and requirement analysis, coupled with extensive knowledge of customer service and professional services tools, particularly in the Salesforce ecosystem. This role requires a strategic thinker who can align business goals with IT strategies, drive digital transformation, and optimize our customer service and professional services technology stack.

This challenging role offers the opportunity to shape the future of our customer service and professional services technology landscape while driving business growth through innovative enterprise architecture solutions.

What you'll get to do

Architecture Development and Management

• Develop and maintain the enterprise architecture for the Dayforce platform, emphasizing customer service and professional services technology integration.
• Utilize TOGAF framework to create, implement, and manage architecture standards and practices.
• Design and implement business architecture strategies to support organizational goals and enhance operational efficiency in customer service and professional services functions.

Strategic Planning and Innovation

• Collaborate with IT and business leaders to identify opportunities for innovation within the enterprise architecture, particularly in customer service and professional services technologies.
• Map the current "as-is" environment and develop a "to-be" architecture, covering gaps with appropriate tools and technology, focusing on customer service and professional services systems.
• Identify build versus buy opportunities and make strategic recommendations for customer service and professional services technology solutions.

Customer Service and Professional Services Technology Expertise

• Demonstrate expertise in the life cycle and tools used for Customer Service and Professional Services, with a strong focus on the Salesforce Service Cloud and Professional Services Automation (PSA) tools.
• Understand and implement AI frameworks to enhance customer service capabilities, such as Einstein for Service and chatbot technologies.
• Have experience with customer engagement strategies and professional services delivery models, including the tools used to support these functions.

Stakeholder Management and Leadership

• Foster strong relationships with business units, understanding their needs and translating them into effective IT solutions for customer service and professional services.
• Lead and mentor solution and domain architects, ensuring alignment with enterprise architecture standards and customer service/professional services best practices.
• Manage vendor relationships, ensuring effective communication, delivery, and alignment with business objectives through implementation.

Digital Transformation and Innovation

• Support digital transformation efforts, ensuring alignment with business objectives and technology strategies in the customer service and professional services domain.
• Embrace opportunities for growth and constant learning to keep up with technological advancements in customer service and professional services technologies.

Skills and experiences we value

• Proven experience as an Enterprise Architect with a focus on customer service and professional services technologies.
• Strong proficiency in TOGAF and its application in enterprise architecture, particularly in customer service and professional services contexts.
• Extensive experience in business architecture, with a track record of successful implementations in customer service and professional services functions.
• Deep expertise in Salesforce Service Cloud, including customization, integration, and optimization for enterprise-level customer service operations.
• Expertise in Architecting Custom Solutions using either Python or Java
• Strong understanding of Professional Services Automation (PSA) tools and their integration with CRM systems.
• Experience with AI and machine learning applications in customer service, including familiarity with Einstein for Service and chatbot technologies.
• Proficiency in designing and implementing ETL processes for customer service and professional services data automation.
• Experience with customer engagement strategies and professional services delivery models, including the supporting technology stack.
• Strong vendor management skills, with experience in overseeing vendor performance and ensuring successful project delivery.
• Previous experience with M&A activities, including the integration of acquired entities' customer service and professional services technologies.
• Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.

What would make you really stand out

• Certification in TOGAF or a related enterprise architecture framework.
• Experience with the Dayforce platform or similar HR technology solutions.
• Knowledge of microservice architecture and event-driven designs that support both B2B and B2C customer service operations.
• Proven experience with structured and unstructured databases and various hyperscaler web services.
• Certifications in GCP, AWS, Azure, and Salesforce Service Cloud.
• Familiarity with ITIL framework for IT service management.
• Experience with knowledge management systems and self-service portals.

What’s in it for you

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

We encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

About the Salary Ranges

Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here:https://www.dayforce.com/be-aware-of-recruiting-fraud