Support Systems Architect - Salesforce

Build your future with Sovos.

If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.

At Sovos, we're dedicated to more than just solving compliance challenges -- we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don't worry if you don't check all the boxes -- apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.

The Work You'll Do:

At Sovos, we're transforming how companies around the world manage tax compliance---helping half of the Fortune 500 and thousands more stay ahead in a complex, ever-changing global landscape. As a Support Systems Architect/Developer, you will own the build and continuous improvement of the Salesforce environment that runs Sovos' global customer-support operation---ensuring the platform is a force multiplier for agents, not a tax on their time.

You'll be responsible for designing, building, and maintaining the Salesforce solutions that power Sovos' Global Support Services organization. Partnering directly with the CX Product Owner and support leadership, you'll translate operational needs into Service Cloud, Experience Cloud, Einstein Bots, Messaging, and Omni-Channel configurations---from small automation wins to multi-quarter platform initiatives.

More specifically, you will:

• Design, configure, and develop solutions across Service Cloud, Experience Cloud, Einstein Bots, Messaging, and Omni-Channel Routing
• Own the mix of declarative (Flow, validation rules, page layouts) and programmatic (Apex, LWC, triggers) work needed to meet each use case
• Maintain clean metadata, version control, and a healthy release pipeline across sandboxes and production
• Partner with the CX Product Owner to translate business problems into Salesforce solution designs, with trade-offs clearly laid out
• Research third-party AppExchange packages, alternative patterns, and Salesforce platform features to recommend the best-fit approach
• Lead implementation from design through deployment, including unit tests, UAT support, and hypercare
• Build and maintain integrations between Salesforce and the wider support stack (TheLoops, Ask Sovi, analytics, internal APIs)
• Automate repetitive agent and supervisor tasks---queue management, case routing, SLAs, escalations---to free up capacity
• Apply Salesforce best practices around security, performance, release hygiene, and technical debt management
• Produce clear technical documentation and partner with Enablement on agent-facing change communications

What We Need From You

• 3+ years developing on the Salesforce platform, with at least 3 years focused on Service Cloud or customer-support use cases
• Strong hands-on experience with Service Cloud, Case Management, Omni-Channel, and Experience Cloud
• Experience with Einstein Bots, Messaging, and Salesforce AI features strongly preferred
• Solid Apex, LWC, SOQL, and REST integration experience alongside strong declarative skills
• Salesforce Administrator and Platform Developer I certifications required; Service Cloud Consultant certification strongly preferred
• Bachelor's degree in Computer Science, Information Systems, or related field; equivalent experience accepted
• Equally comfortable in a Flow canvas and an Apex class---picks the right tool for the job
• A solutions thinker who researches, proposes, and explains options before jumping to build
• Precise, disciplined, and quality-minded; writes tests, documents work, and respects the release pipeline
• Fluent English communicator, able to collaborate across US, LATAM, and EMEA time zones
• Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire

What Does Sovos Offer You?

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• Flexible Time-Off
• Comprehensive Health benefits
• Meal Vouchers to assist with food expenses
• Bi-Weekly Meeting Free Days
• Mentoring Programs
• Globally recognized Training and Development programs
• Virtual English Club through Rosetta Stone, and more!

Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.

Company Background

Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.

More than 100,000 customers in 100+ countries -- including half the Fortune 500 -- trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter.