Senior Manager, Solutions Architect (Service Cloud) at Diligent Corporation

Vancouver, British Columbia, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

GRC, SaaSIndustries

Requirements

Expertise in Salesforce Service Cloud capabilities, including case management, knowledge base, omni-channel, automation, and Einstein AI
Experience architecting features such as Case Management, Omni-Channel, Knowledge Base, Entitlements, Service Console, and automation using Flows or Apex
Knowledge of integrating Service Cloud with other platforms (e.g., CTI, ERP, customer portals, knowledge systems) using middleware tools like MuleSoft, Dell Boomi, or Informatica
Ability to define data models, automation (flows, process builder, triggers), and user interface components
Proficiency in recommending configure vs. customize vs. AppExchange products, ensuring solutions are secure, maintainable, and optimized for performance
Experience working closely with business stakeholders across Customer Support, Customer Success, and Support Operations to gather requirements
Leadership skills to lead cross-functional delivery teams, provide technical guidance, and mentor junior team members
Ability to define architecture standards, best practices, governance frameworks, documentation, testing, and deployment processes

Responsibilities

Serve as a trusted Service Cloud SME, providing proactive and reactive guidance on architecture, technology strategy, thought leadership, and product best practices
Help the team stay at the forefront of Service Cloud innovations, ensuring knowledge of latest product developments, best practices, and emerging trends
Define architecture standards, best practices, and governance frameworks
Architect features such as Case Management, Omni-Channel, Knowledge Base, Entitlements, Service Console, and automation using Flows or Apex
Identify capability gaps and design inefficiencies, recommending enhancements or creative custom solutions
Provide thought leadership on Service Cloud roadmap, emerging features (e.g., Einstein AI, Case Swarming), and continuous improvement opportunities
Guide the integration of Service Cloud with other platforms using middleware tools
Define data model, automation (flows, process builder, triggers), and user interface components
Recommend when to configure vs. customize vs. use AppExchange products
Ensure solutions are secure, maintainable, and optimized for performance
Set standards for documentation, testing, and deployment processes
Lead the design and implementation of scalable, customer-centric Salesforce Service Cloud solutions
Lead cross-functional delivery teams and mentor junior team members to ensure adherence to best practices

Skills

Salesforce Service Cloud

Salesforce

Solution Architecture

CRM

ERP

Requirements Gathering

Stakeholder Management

Scalable Solutions

Diligent Corporation

Provides governance, risk, and compliance solutions

About Diligent Corporation

Diligent provides governance, risk, and compliance (GRC) solutions through a subscription-based software-as-a-service (SaaS) platform. Their tools help organizations manage board activities, ensuring clarity and security in operations. Clients, including large enterprises and non-profits, use Diligent's software to streamline board management, comply with regulations, and support environmental, social, and governance (ESG) commitments. Diligent stands out from competitors by focusing on data security, user privacy, and a user-friendly interface. The company's goal is to help organizations navigate regulatory challenges and achieve their strategic objectives.

New York City, New YorkHeadquarters

1994Year Founded

$21.6MTotal Funding

SERIES_BCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

Flexible Work Hours

Health Insurance

Paid Vacation

Wellness Program

Risks

Data breaches raise concerns about Diligent's data security measures.

Expansion into Latin America may present operational and regulatory challenges.

New AI features could pose risks related to data privacy compliance.

Differentiation

Diligent serves over one million users from 23,000 organizations globally.

The company empowers 62% of the Fortune 500 with its GRC solutions.

Diligent integrates AI-driven analytics to enhance decision-making for board members.

Upsides

Diligent's new ESG module aligns with growing interest in ESG reporting.

Expansion in Latin America offers significant growth opportunities for Diligent.

Partnerships with firms like Aeries Technology accelerate market penetration.

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