CRM Solution Architect

Job Overview : CRM Solution Architect, Patient Support Services

We are seeking a skilled, hands-on Salesforce Solution Architect to join our team. As part of the Patient Services Solution Architecture team, you will lead the design and implementation of comprehensive cutting-edge solutions that deliver best-in-class patient experience, enhance operational efficiency, and drive data-driven decision-making within our organization. The role involves collaborating with cross-functional teams, understanding business requirements, and architecting scalable and robust solutions tailored to the unique challenges of the patient services domain. Your proficiency in designing CRM solutions and knowledge of relevant technologies such as Salesforce Health Cloud, Data Warehousing (Snowflake), ETL pipelines and cloud platforms will be key to your success in this role.

Join our team of professionals and have a meaningful impact on the quality of patient care and the efficiency of our healthcare operations.

Key Responsibilities :

" Lead the design and implementation of Salesforce Health Cloud platform, including architecture design patterns, technology decisions, and alignment of services across partners and internal platforms.

" Understand and define the architecture for large-scale Patient Support Programs (PSPs), including the patient journey, patient case management, and patient engagement.

" Ensure alignment with Enterprise architecture strategy and adherence to governance standards.

" Translate business and technical requirements into an architectural blueprint and design specifications.

" Responsible for the strategies, processes, and logic to integrate partner services into the overall program (ex. - Benefits Verification, Co-Pay, Dispense, etc.)

" Support teams of specialized professionals in large-scale programs to successfully deliver projects focused on the patient services domain.

" Provide architecture direction and oversight of SF Health Cloud implementations and integrations using Snowflake, Informatica, AWS S3, Python, and related technologies.

" Collaborate with key stakeholders to understand solution requirements as well as business and technical challenges.

" Participate in the supplier selection process, evaluating the usefulness and cost of products and making appropriate recommendations

" Conduct hands-on Proof of Concepts (PoCs) to swiftly verify the feasibility of solutions and present PoC outcomes to technology and business stakeholders.

" Streamline and simplify the existing patient solution architecture, deliver reusable services, enhance overall system performance, and identify cost-saving opportunities.

" Proactively identify and capitalize upon opportunities to share / re-use existing components where possible.

" Collaborate with enterprise and domain architects as well as cross-functional teams to ensure complete and operable solutions that align with business processes.

" Identify and communicate business, application, and technical risks associated with application implementation.

" Working closely with project management and delivery teams to review and mitigate any architecture related issues and risks during project execution and lifecycle.

" Create / maintain architecture artifacts, C4 Model diagrams, and documentation, updating as necessary, and communicating changes clearly and professionally.

" Provide expert knowledge of technical and application architecture to the various development teams.

" Create and maintain current and target-state architecture roadmaps aligned with business needs.

" Manage individual workload and deliver on agreed-upon milestones and date commitments.

" Communicate effectively, professionally, and routinely with project team members and the solution architecture team regarding project progress / status and any significant design changes / challenges.

" Safeguard the integrity and confidentiality of protected health information (PHI) by ensuring strict adherence to security protocols and privacy standards.

" Ensure Patient Services Agile Dev / Ops alignment to architecture implementation in a compliant and consistent manner.

" Stay current with industry trends and best practices and evaluate and recommend emerging CRM technologies.

Key Qualifications :

" Salesforce certified Application and System Architect preferred.

" Extensive experience in architecting solution using Salesforce OmniStudio. Excellent knowledge of building scalable integrations using Integration Procedures, building custom UX using OmniScripts & Data Raptors.

" Extensive background in designing, developing, and optimizing Salesforce HealthCloud applications, including understanding of FHIR data integrations, data privacy and security, consent management.

" Excellent written and oral communication skills, with the ability to effectively communicate complex technical concepts to both technical and non-technical stakeholders.

" Proven ability to translate functional requirements into technical / solution design, ensuring alignment with business goals and objectives.

" Experience providing consumer or patient-facing technologies, understanding the unique challenges and requirements of delivering solutions in this space.

" Experience with GxP, HIPAA, and GDPR regulations and the ability to ensure compliance with these regulations in the design and implementation of patient solutions.

" Experience in encryption, data masking and data anonymization techniques

" Detail-oriented, customer-driven, and able to work well across time zones on a global team.

" Ability to work collaboratively as a team player, fostering a positive and productive work environment.

" Demonstrated professional and reliable behavior, consistently delivering high-quality work and meeting deadlines.

" Hands-on knowledge of current technology standards / trends coupled with a desire to continually expand personal knowledge / skills

" Experience executing cloud-native technologies and API Strategies

" Strong experience with agile-based development methodologies, with direct experience as a Solution Architect preferred.

" Bachelor's degree in a relevant field.

Nice to haves :

" Understanding of the life sciences / pharma industry and its specific data architecture requirements.

" Experience in relevant SF technologies such as Marketing Cloud, Veeva Meeting / Events, Service Cloud Voice, and Advanced Therapy Management

" Experience with public cloud services such as AWS and Azure.

" Experience with data warehousing platforms, specifically cloud-based Snowflake

" Experience in creating (C4) architecture models to visualize and document the software architecture of systems.

" Experience with data analytics and visualization platforms like Microsoft PowerBI / Tableau.

" Familiarity with AI / ML capabilities.

" Familiarity with Source Code Management and DevOps Tools such as AutoRabbit, GitHub, Terraform, etc.

" Experience with Informatica iPaaS