Solutions Architect - Salesforce

About Decagon Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences. Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel. We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others. We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — 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. In this role, you will - 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 Your background looks something like this - 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 d