Support System Architect, Level 2

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🕒 April 25

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

📋 Description

• Define and implement the technical strategy for CXS systems and tools, prioritizing stability, scalability, and alignment with BST and other platform integrations. • Lead initiatives to embed Generative AI and Machine Learning into customer support workflows, optimizing Forethought AI for automation and predictive support. • Serve as the subject matter expert for Salesforce, designing structured automation and workflows to enhance customer experience. • Own end-to-end solution architecture for Service Cloud (Cases, Entitlements/SLAs, Omnichannel, Knowledge, Voice, Digital Engagement, Messaging, Email-to-Case). • Lead technical design reviews, enforce coding standards, and maintain architecture runways. • Advise on licensing, capacity planning, SLAs, and cost/performance trade-offs. • Guide UAT, performance testing, and post-release hyper care. • Manage cross-functional projects, ensuring timely delivery and alignment with business objectives. • Maintain documentation, governance, and best practices for system architecture. • Collaborate with Tech Support, Customer Care, BST, and other teams to deliver solutions that meet operational needs. • Communicate technical concepts effectively to executive stakeholders. • Establish principles for administration and incremental evolution of AI and automation efforts, ensuring solutions are structured, scalable, and future-ready.

🎯 Requirements

• 8–10+ years in enterprise CRM • 6+ years deep hands-on with Salesforce • Proven experience delivering Service Cloud at scale (10k+ cases/month, omni-channel routing, voice, Knowledge Centered Service) • Strong in Apex, Flow Orchestration, Integration (REST, Platform Events), and API governance • Deep knowledge of security & sharing, roles/profiles/permission sets, transaction control, and governor limits • Proven experience in enterprise architecture or technical program management for customer experience systems at enterprise scale • Minimum 5 years of experience in customer support technology ecosystems • Strong understanding of business systems and integrations • Hands-on experience with Generative AI, Machine Learning, and automation frameworks • Familiarity with AI-driven customer support platforms (e.g., Forethought or similar) • Demonstrated ability to influence and drive alignment across technical and business teams • Excellent program management and stakeholder engagement skills

🏖️ Benefits

• Employee Resource Groups to encourage diverse voices • Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs. • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more. • We bring in special guests from time to time to discuss issues that impact our employee population