Enterprise Architect - Customer Service and Professional Services Technology

Ceridian; Montgomery (AL); Remote; USD 120,000 - 160,000; Full time

Job summary

Ceridian, a leading global HCM company, is seeking an experienced Enterprise Architect to shape its customer service technology landscape. This role focuses on strategic planning, vendor management, and maximizing business efficiency through innovative architectural solutions, particularly within Salesforce ecosystems. Successful candidates will leverage their knowledge of TOGAF and deep experience in professional services tools to drive transformation and deliver on company goals.

Benefits

Medical, dental, vision, and life insurance

401k plan with company match

Global Employee Stock Purchase Plan

Unlimited Time Away From Work

Paid US holidays

Paid sick time up to 80 hours

17 weeks of paid parental leave

Qualifications

• Proven experience as an Enterprise Architect focusing on customer service and professional services technologies.
• Strong proficiency in TOGAF with a track record of implementations.
• Expertise in Salesforce Service Cloud, customization, and data integration.

Responsibilities

• Develop and maintain enterprise architecture emphasizing customer service technology.
• Collaborate with business leaders to identify and implement innovative solutions.
• Lead stakeholder management and mentorship of solution architects.

Skills

TOGAF

Salesforce Service Cloud

AI Frameworks

Business Architecture

Vendor Management

Education

Bachelor's in Computer Science or Information Technology

Master's degree preferred

Tools

ETL processes

Python

Java

Job description

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 CanadaAbout the opportunityWe 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 doArchitecture Development and ManagementDevelop and maintain the enterprise architecture for the Dayforce platform, emphasizing customer service and professional services technology

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 InnovationCollaborate 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 ExpertiseDemonstrate 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 LeadershipFoster 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

Transformation and InnovationSupport 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 valueProven 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

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

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 outCertification 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

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 youDayforce 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 employees and their families are eligible to participate in the following benefits programs : medical, dental, vison, and life insurance. Dayforce employees are also eligible to participate in a 401k plan (plus match) and a Global Employee Stock Purchase Plan. Employees also receive unlimited Time Away From Work (in lieu of accrued vacation time), 10 paid US holidays, up to 80 hours of paid sick time and 17 weeks of paid parental leave, subject to the terms of the applicable policy or program. 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 RecruitingBeware 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 : be-aware-of-recruiting-fraud

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