Program Architect | Salesforce

Program Architect | Salesforce

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Mercedes-Benz Customer Assistance Center Maastricht NV

About us

We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.

With an international team of over 1000 colleagues, we work to create the ultimate customer experience not only for the drivers of our vehicles but in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

About the team

We are seeking a Salesforce Program Architect to provide architectural leadership across our Salesforce domain. This is a senior‑level role where you will define and communicate the architectural vision across Agile Release Trains, ensure technical alignment, and guide Solution Architects and delivery teams to build robust, scalable, and future‑proof solutions.

This is not a development or hands‑on configuration role. Instead, your focus is on leadership, cross‑domain alignment, architectural strategy, technical governance, and stakeholder collaboration.

Tasks and responsibilities

• 
  
• Define and drive the architectural vision for Salesforce across Agile Release Trains, ensuring alignment with business goals and long‑term platform sustainability.
  
• Promote use of standard Salesforce capabilities, challenge business requirements constructively by asking “why,” and seek continuous improvements to the existing landscape.
  
• Align teams and suppliers around shared architectural direction, ensuring consistent design principles across Service Cloud (core), with Field Service as valuable extensions.
  
• Evaluate and guide architectural decisions that balance scalability, performance, compliance, and maintainability.
  
• Guide solution exploration and evaluate technology options for feasibility and fit.
  
• Lead prioritization of architectural enablers and technical debt reduction items.
  
• Ensure solution designs address scalability, security, compliance, and user needs.
  
• Mentor Service Architects and facilitate cross‑team architectural alignment.
  
• Ensure architectural documentation is clear, current, and shared (e.g., in Confluence/JIRA).
  
• Coordinate with suppliers and partners to align vendor solutions with architecture goals.
  
• Work with the Enterprise Architect to ensure the right fit of Salesforce in the overall landscape of the company.
  
• Stay current on Salesforce platform updates and industry trends.
  
• Promote reuse of patterns and solutions, simplify where possible, and challenge complexity.
  
• Support a culture of architectural thinking and continuous learning.
  
• Deliver continuous improvement of the existing Salesforce landscape with (cost) efficiency, quality and security in mind.
  

What we are looking for

• 
  
• 5+ years of experience in Salesforce architecture or senior solution design roles.
  
• Strong expertise in Service Cloud or Salesforce platform, with working knowledge of Field Service, Experience Cloud & Data Cloud considered a plus.
  
• Experience leading architecture across multiple Agile teams, preferably in a SAFe (Scaled Agile Framework) environment is a plus.
  
• Proven track record of influencing stakeholders and challenging solutions to ensure long‑term fit and sustainability.
  
• Strong leadership: proactive, vocal, and able to guide others by example.
  
• Deep understanding of Salesforce architecture, including data modelling, integration, automation, and governance.
  
• Confident in challenging assumptions, managing trade‑offs, and balancing business needs with technical feasibility.
  
• Excellent communication and collaboration skills, especially across technical and non‑technical audiences.
  
• Experience working in complex enterprise environments with multiple teams and systems.
  

Certifications

• 
  
• Salesforce Application Architect or System Architect certifications are highly preferred. xgiwjmb
  
• SAFe certification or equivalent experience working in scaled Agile frameworks is a plus.
  

Benefits

• 
  
• Multicultural, dynamic, and international work environment
  
• The salary range for 40h/week is between €4 641 and €6 628 gross per month depending on experience
  
• Individual development plan for personal & professional growth
  
• 200 holiday hours (full‑time) and 8% holiday allowance
  
• Annual performance‑based salary increases & company bonus system
  
• Relocation package: travel costs covered and 6 weeks of accommodation (if applicable)
  
• Flexible transport options: free bike, public transport, or allowance
  
• Discounted collective health insurance
  
• Non‑contributory pension plan (fully paid by the employer)
  
• Discounts on gym, sports classes, restaurants & shops
  
• Events organized by the company where you can connect with colleagues from all departments
  

Seniority level

Not Applicable

Employment type

Full‑time

Job function

Other

Industries

Motor Vehicle Manufacturing and Consumer Services