Vacature: Program Architect - Salesforce
Werkgever:Mercedes-Benz Customer Assistance Center Maastricht
Plaats:Maastricht
The organisation
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 also in support of the retail and logistics organizations.
WE CARE for customers, they are part of our DNA.
The function
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 Train(s) (ARTs), 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/guiding, cross-domain alignment, architectural strategy, technical governance, and stakeholder collaboration.
Key Responsibilities:
Architectural Strategy & Leadership
- 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.
Solution Design & Enablement
- 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.
Collaboration & Governance
- 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
Innovation & Continuous Improvement
- 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
Requirements
Experience
- 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.
Skills
- 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.
- SAFe certification or equivalent experience working in scaled Agile frameworks is a plus.
We offer
What do we offer?
You will join a multicultural, innovative, and informal international working environment with interesting conditions, both primary and secondary:
- A full-time year contract
- The salary range for a full-time position (40 hours) is between €4640,- and €6700,- gross per month depending on experience
- We work hybrid. This means that we combine working at the office and home
- 25 vacation days
- Holiday allowance: 8% of annual salary
- Competitive performance-based salary growth
- Company results oriented bonuses
- Transportation plan: lease-a-bike, free public transport, or contribution to fuel costs
- Collective health insurance at discounted rates
- Non-contributory Pension plan
- If applicable, we offer a comprehensive relocation package
The procedure
Becoming...One of Us
Is this the right job for you? Then upload your application documents including CV and letter of motivation, detailing your relevant experience and why you are passionate about this position via the link.
For data protection reasons, we do not accept applications by e-mail. Please use the link provided for your application.
