Lead Solution Architect - SFDC

Your role at Dynatrace
As a Solution Architect, you will be instrumental in driving the evolution of our Post Sales platform by delivering API-enabled digital products that integrate key business capabilities. You will lead and support modernization initiatives designed to reduce technical debt, streamline operations, and enhance system performance.
The initial project for which this role will be responsible will be the re-platforming of Dynatrace's support infrastructure to Salesforce Service Cloud. In this role, you will assist with establishing and enforcing standards, guidelines, and best practices for application, data, and technology architecture. You will collaborate with business partners, Strategy & Ops, Business Systems leadership & industry experts to ensure that technology solutions are not only actionable but also closely aligned with our strategic goals, which will be critical to your success.
By working closely with other Solutions Architects, EA, Business & Business System leaders, you will make informed design choices that empower delivery teams to implement technology solutions that meet company goals. You will develop specifications for new products, services, applications, and service offerings while providing architecture solutions for strategic and application development projects.
As a recognized thought leader in architecture, you will influence decisions made by leadership, advancing the craft of solution architecture within our organization. Your insights and expertise will impact a matrixed environment, driving innovation and excellence in our technology initiatives
What will help you succeed
Partner with business & business systems leadership to identify challenges and opportunities for technological innovation.

• Designing and iterating upon a Service Cloud implementation
• Responsible for the development of the north star architecture and actionable roadmap for our Customer Success platform(s) informed by business strategy and objectives.
• Assist with architecture design patterns, principles, and best practices to enhance platform delivery.
• Lead proof-of-concept initiatives and benchmarks to assess the feasibility of architectural solutions.
• Contribute on cross functional initiatives and partner with subject matter experts in one or more business areas. Leverage application and domain expertise to provide guidance and educate others
• Build positive relationships with vendors and influencers within the enterprise to accelerate delivery.
• Stay informed about industry and enterprise initiatives to help product owners and IT leadership prioritize the platform vision.
• Assist with other Commercialization & AI initiatives as needed
• Perform Impact Analysis for proposed technology and process changes

Desired Qualifications

• 7-10+ years of related experience
• Experience designing and iterating upon a Service Cloud implementation.
• Experience with CRM and Data Cloud implementations is a plus
• Advanced knowledge of agile development methodologies
• Provide technical leadership and guidance to a team of BSA, configurators, and engineers
• Proficient understanding of microservices architecture principles, patterns, and best practices, particularly in relation to building and deploying scalable solutions
• Experience designing enterprise cloud-based Customer Experience solution
• Customer Satisfaction Surveys
• Escalation Procedures
• External Knowledge Management
• Entitlement-based Service offerings
• Familiarity with API management tools and practices, including API versioning, documentation, and security. • Experience delivering of message/event-driven design patterns (ex. pub/sub, event sourcing).
• Strong Experience in Data Migration from Legacy Data Model to Service Cloud Data Model
• Experience with latest integration technologies and AI Agents is preferred.
• Background in Customer Support Business Process I.e. Case life cycle is preferred.
• Expertise with DevOps practices and tools, including CI/CD pipelines and infrastructure as code (ex. GitHub Actions)
• Strong collaboration and communication skills, with the ability to convey complex technical concepts to various stakeholders driving influence to achieve aligned outcomes.
• Bachelor's or Master`s degree in technical, software engineering or equivalent experience

Why you will love being a Dynatracer

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.