[Remote] Staff Salesforce Architect (Agent and Channel Experience)

Note: The job is a remote job and is open to candidates in USA. Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. As a Senior Architect, you will lead high-impact projects and collaborate with various teams to deliver technical solutions that enhance the experience of Service Agents and align with company goals. Responsibilities • 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 Skills • 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 Benefits • Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents • Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses • Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge • ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount Company Overview • Affirm is a financial technology services company that offers installment loans to consumers at the point of sale. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.affirm.com. Company H1B Sponsorship • Affirm has a track record of offering H1B sponsorships, with 104 in 2025, 96 in 2024, 133 in 2023, 179 in 2022, 132 in 2021, 57 in 2020. Please note that this does not guarantee sponsorship for this specific role.