Enterprise Architect - Customer Service and Professional Services Technology

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region. Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce. Our brand promise - Makes Work Life Better TM- Reflects our commitment to employees, customers, partners and communities globally.


Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in US and Canada
About the opportunity
We are seeking an experienced Enterprise Architect (Customer Service and Professional Services Technology) to lead the strategic direction of our enterprise architecture, with a focus on customer service and professional services technologies. The ideal candidate will have a deep understanding of TOGAF, business architecture, and requirement analysis, coupled with extensive knowledge of customer service and professional services tools, particularly in the Salesforce ecosystem. This role requires a strategic thinker who can align business goals with IT strategies, drive digital transformation, and optimize our customer service and professional services technology stack.
This challenging role offers the opportunity to shape the future of our customer service and professional services technology landscape while driving business growth through innovative enterprise architecture solutions.
What you'll get to do
Architecture Development and Management
• Develop and maintain the enterprise architecture for the Dayforce platform, emphasizing customer service and professional services technology integration.
• Utilize TOGAF framework to create, implement, and manage architecture standards and practices.
• Design and implement business architecture strategies to support organizational goals and enhance operational efficiency in customer service and professional services functions.
Strategic Planning and Innovation
• Collaborate with IT and business leaders to identify opportunities for innovation within the enterprise architecture, particularly in customer service and professional services technologies.
• Map the current "as-is" environment and develop a "to-be" architecture, covering gaps with appropriate tools and technology, focusing on customer service and professional services systems.
• Identify build versus buy opportunities and make strategic recommendations for customer service and professional services technology solutions.
Customer Service and Professional Services Technology Expertise
• Demonstrate expertise in the life cycle and tools used for Customer Service and Professional Services, with a strong focus on the Salesforce Service Cloud and Professional Services Automation (PSA) tools.
• Understand and implement AI frameworks to enhance customer service capabilities, such as Einstein for Service and chatbot technologies.
• Have experience with customer engagement strategies and professional services delivery models, including the tools used to support these functions.
Stakeholder Management and Leadership
• Foster strong relationships with business units, understanding their needs and translating them into effective IT solutions for customer service and professional services.
• Lead and mentor solution and domain architects, ensuring alignment with enterprise architecture standards and customer service/professional services best practices.
• Manage vendor relationships, ensuring effective communication, delivery, and alignment with business objectives through implementation.
Digital Transformation and Innovation
• Support digital transformation efforts, ensuring alignment with business objectives and technology strategies in the customer service and professional services domain.
• Embrace opportunities for growth and constant learning to keep up with technological advancements in customer service and professional services technologies.
Skills and experiences we value
• Proven experience as an Enterprise Architect with a focus on customer service and professional services technologies.
• Strong proficiency in TOGAF and its application in enterprise architecture, particularly in customer service and professional services contexts.
• Extensive experience in business architecture, with a track record of successful implementations in customer service and professional services functions.
• Deep expertise in Salesforce Service Cloud, including customization, integration, and optimization for enterprise-level customer service operations.
• Expertise in Architecting Custom Solutions using either Python or Java
• Strong understanding