Salesforce Solution Architect - Customer & Patient Support

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

The Senior Solution Architect focuses on designing business-driven, standards-based, and future-ready solutions within a complex, multiple solution, or product context. In this role, you will design solutions that meet product requirements, business priorities, and enterprise standards while managing non-functional requirements (NFR) and fitness functions. You will lead others to solve complex problems, maintain the vision and roadmap for multiple solutions, provide technical oversight to product teams, and evaluate new technologies to continuously improve existing solutions and manage technical debt.

The Opportunity

• Scope / (Content Leadership):
• Designs solutions that meet product requirements, business priorities, and enterprise standards.
• Manages Non-Functional Requirements (NFR) and fitness functions.
• Documents and evolves the architecture throughout the product life cycle and aligns with the architecture community for governance. Applies frameworks in a Complex or Multiple Solution or Product Context.
• Regulatory Frameworks: Solid understanding of HIPAA (and/or GDPR, depending on geography) and how these laws dictate data storage, encryption, and transmission within patient and customer support environments.
• Salesforce Ecosystem Mastery:
• Strong hands-on architectural experience with Salesforce Life Sciences Cloud, Service Cloud, and Health Cloud, focusing on patient/customer engagement, care plans, case management, and healthcare data models.
• Deep experience leveraging Salesforce Data Cloud to unify patient/customer data, harmonize real-time data streams, and drive actionable insights across ecosystem touchpoints.
• Expertise in designing and operationalizing AI-driven workflows using Salesforce Agentforce, enabling autonomous agents, automated routing, and augmented agent workflows within customer and patient support.
• Salesforce Integration & CTI: Proven experience managing complex integrations, including Salesforce-Genesys CTI adapters, ensuring real-time screen pops, call logging, voice/omnichannel routing, and bidirectional data synchronization.
• Accountability / Problem Solving:
• Leads others to solve complex problems; uses sophisticated analytical thought to exercise judgment and identify innovative solutions.
• Maintains the vision, roadmap, and current landscape for multiple solutions. Assesses and consults on the impacts and dependencies of initiatives on capabilities, risk, and the application landscape.
• Creates Conceptual & Logical Data Models, Taxonomies, Ontologies, and Integration pathways for the product.
• Defines and drives reference architectures, patterns, NFRs, and fitness functions, ensuring Architecture Decision Records (ADRs) are recorded and published for multiple solutions or the product.
• Drives external technology trends and assesses feasibility, including vendor assessments.
• Stakeholder Management: Communicates difficult concepts clearly and negotiates with others to adopt a different point of view. Drives information sharing across the complete product.
• Impact / Strategy: Develops and maintains the product's technology roadmap. Provides technical oversight, guidance, and consultation on specific technologies for product teams. Improves existing solutions, manages technical debt, and researches, evaluates, pilots, and drives the adoption of emerging technologies (e.g., generative AI agents, data cloud harmonization). Identifies opportunities to enhance value and business processes within a Complex or Multiple Solution or Product Context.
• Complexity / (Product Size): Operates within a Complex or Multiple Solution or Product Context.
• Business / Technical Ability: Applies in-depth and expert-level knowledge in multiple technology areas. Proactively contributes to Architecture Practices development and mentoring.

Who You Are

Education / Experience

• Demonstrated experience designing business-driven, standards-based, future-ready solutions within a complex or multiple solution/product context.
• Experience maintaining the vision, roadmap, and current landscape for multiple solutions, and assessing the impacts of initiatives on capabilities, risk, and application landscapes.
• Proven track record of architecting solutions on the Salesforce platform, specifically supporting customer/patient experience ecosystems.
• Proven track record of proactively contributing to architecture practices development and mentoring others.

Technical Skills

• In-depth and expert-level knowledge in multiple technology areas, with specialization in Salesforce Service Cloud, Life Sciences Cloud, Data Cloud, and Agentforce.
• Hands-on proficiency in creating Conceptual & Logical Data Models, Taxonomies, Ontologies, and Integration pathways for enterprise platforms.
• Ability to define and drive reference architectures, design patterns, NFRs, and fitness functions across enterprise landscapes.
• Strong capability to drive external technology trends, pilot innovative platforms, and assess feasibility for multiple solutions, including conducting vendor assessments.

Additional Qualifications

• Exceptional communication and negotiation skills, with the ability to communicate difficult concepts and influence stakeholders to adopt different perspectives.
• Proactive mindset to identify opportunities to enhance value, improve existing solutions, manage technical debt, and lead teams in identifying innovative solutions.

Ready to take the next step? We'd love to hear from you. Apply now to explore this exciting opportunity!

Compensation & Benefits

This position also offers an attractive benefits package.

Learn more about how we reward our employees at Roche.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.