Senior Salesforce Architect (Agent and Channel Experience)

Overview

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 Lead Engineer, you will be an integral member of the Business Systems team within Servicing. You will collaborate with the rest of Business Systems, Engineering, Product, Operations and key stakeholders to craft and deliver technical solutions to business problems and transform the way our Service Agents thrive. We look for candidates who strive for simple, sophisticated solutions and continuously improve both their technical and soft skills. The ideal candidate will demonstrate the ability to work nimbly and efficiently and adapt in a constantly evolving environment.

In this role, you will lead high-impact projects from inception to completion, ensuring that each initiative aligns with the company\'s strategic goals and delivers measurable results. You will serve as the tech lead for a team of system leads providing technical strategy for platform improvement and project deliverables. The ideal candidate will possess a strong background in the Salesforce ecosystem including Service Cloud, project management, exceptional communication skills, and a keen eye for detail, ensuring that all activities are executed flawlessly and efficiently.

Responsibilities

Own and optimize Salesforce as the primary CRM, ensuring it meets business needs across Servicing, operations, compliance, and customer success.

Set technical strategy for the team on a year-long time scale and align it with critical, business-impacting projects.

Collaborate across teams in the product development lifecycle with product management, design & analytics to ensure technical sustainability, risks and trade-offs are understood and managed.

Act as a force-multiplier for the team through definition and advocacy of technical solutions and operational processes.

Maintain and support the developed integrations between Salesforce and core systems (Snowflake, Amazon Connect, internal tools) to enable seamless Case Creation flows and automation.

Develop and enforce best practices for system governance, security, and data integrity, ensuring compliance with fintech regulations (e.g., PCI-DSS, GDPR, SOC 2).

Collaborate with cross-functional teams (Ops Excellence, Servicing, Product, Security, Engineering) to translate business needs into scalable system solutions.

Drive excellence and automation in DevOps leveraging the Salesforce Devops Center and / or GitHub actions.

Utilize Lightning Flows, Agentforce and other low-code tools to improve workflows and reduce manual processes.

Manage system enhancements and customizations, including configurations, flows, Lightning components, and API integrations.

Oversee JIRA boards for business systems projects, defining requirements, managing sprints, and ensuring timely execution.

Develop metrics for system observability, availability and performance; monitor and troubleshoot system performance and drive continuous improvements.

Provide training and documentation to ensure high adoption and effective use of business systems.

Qualifications

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).

Experience implementing and improving Salesforce platform observability and availability best practices.

Ability to thrive in ambiguity and understand large systems from low-level details to architecture.

Proven track record of gathering and iterating on 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.

Strong experience in Service Cloud features like Skill-Based Routing, Entitlements, and Messaging for In-App and Web (MIAW), Einstein Gen AI for Service.

Familiarity with Lightning web components, Apex, BuildKite, Github and other development or CI / CD tools within Salesforce.

Good understanding of data modeling, reporting, and analytics, with experience leveraging Snowflake for business intelligence.

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.

Strong communication and problem-solving skills to bridge technical and business needs.

Location

Remote Canada

Compensation & Benefits

Pay Grade - J

Equity Grade - 4

Base pay range in CANADA : CA$102,000 - CA$142,000 per year. Affirm offers a remote-first environment with some roles requiring office presence and a comprehensive benefits package including health coverage, flexible spending wallets, time off, and ESPP. For candidates in the US, there are applicable fair chance ordinances referenced in the hiring process.

Benefits

Health care coverage for you and your dependents

Flexible Spending Wallets for Technology, Food, Lifestyle needs, and family forming expenses

Competitive vacation and holiday schedules

Employee Stock Purchase Plan (ESPP)

We’re committed to an inclusive interview experience and provide reasonable accommodations as needed. By clicking "Submit Application," you acknowledge Affirm\'s Global Candidate Privacy Notice.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Sales and Business Development

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