Enterprise / Principal CRM Architect – Salesforce

At 2U, we are all in on purpose. We are motivated by our mission – to make learning limitless– and connected by our shared passion to deliver world-class higher education at scale. As the parent company of edX, a leading online learning platform, 2U powers thousands of  higher education offerings – from free courses to full degrees. Together with our college, university, and corporate partners, we are helping accelerate careers and transform lives. 

What We’re Looking For:

2U is seeking a senior, enterprise-level Salesforce Architect to define and govern the CRM and Service platform architecture across the learner lifecycle. In this strategic role, you will define and govern the enterprise architecture for Salesforce Agentforce, overseeing Service Cloud, Omni-Channel, Agent Workspace, and integrations with Data Cloud and core enterprise systems to deliver scalable, secure, and personalized student engagement at platform scale.

You will operate as the technical authority for Salesforce CRM, Service Cloud and Agentforce, responsible for architecture decisions, platform standards, and long-term scalability, while guiding delivery teams and system integrators.

Responsibilities Include, But Are Not Limited To:

Solution Architecture & Design 

• Own and govern the Salesforce CRM architecture, including platform boundaries, customization strategy, integration standards, and scalability guardrails
• Define the target-state architecture and oversee implementation of Salesforce Agentforce solutions
• Translate complex business workflows into scalable, secure, and maintainable Salesforce technical solutions.
• Design and implement intelligent agent systems tailored for Enrollment, Placement, Application, and Student Success teams.

AI, Data Cloud & Automation

• Leverage Salesforce Data Cloud to create unified learner profiles and power AI-driven recommendations.
• Integrate Einstein features (e.g., Next Best Action, Opportunity Scoring, Case Classification) into student support workflows.
• Define architectural patterns and guardrails for productivity features such as Macros, Quick Text, automated emails, and GPA/activity-based triggers.

Collaboration & Governance

• Act as the technical lead for coordination with SI and Salesforce, ensuring solution integrity, timely sign-offs, and delivery alignment throughout the entire project lifecycle.
• Guide sprint demos, participate in gap analysis reviews, and validate user stories and change requests throughout the project lifecycle.
• Ensure compliance with enterprise architecture, data privacy, and internal coding/configuration standards.

Team Leadership & Enablement

• Provide technical leadership and mentorship to internal Salesforce admins, developers, and analysts.
• Lead technical workshops, architecture reviews, and training sessions for internal teams and stakeholders.
• Support training design and delivery in partnership with change management and end-user enablement teams.

Things That Should Be In Your Background:

• 15+ years in enterprise CRM platforms, with 8-10+ years operating as a Salesforce Technical / Solution Architect in large-scale environments.
• Demonstrated ownership of Salesforce architecture decisions across multiple teams or programs (not limited to a single project or pod).
• Hands-on architectural experience with Salesforce Service Cloud and production-grade Agentforce or advanced Service Cloud implementations.
• Deep technical understanding of Omni-Channel routing, Einstein Bots, Voice, Service Cloud Voice or other IVR CTI integrations, and Live Chat.
• Strong expertise and experience on integration patterns in Apex, Lightning Web Components (LWC), Salesforce APIs, and automation using Flow.
• Proven experience designing and integrating with third-party systems (CTI, chatbots, LMS, etc.).
• Familiarity with Salesforce data security models, permission sets, and role hierarchies.
• Salesforce Application Architect or System Architect certification required.

Other Attributes That Will Help You In This Role:

• Salesforce Certified Agentforce Specialist or Service Cloud Consultant.
• Salesforce Data Cloud Consultant certification or practical experience with Data Cloud ingestion and unification.
• Experience designing AI-powered workflows and multi-agent systems.
• Knowledge of CTI platforms and voice integrations within Salesforce environments.
• Background in regulated industries such as higher education, healthcare, or financial services.
  Familiarity with Agile methodologies and DevOps tooling such as Copado or Gearset.
• Salesforce CTA or demonstrable experience operating at CTA-level architectural depth is a strong plus.
• At least one end to end production implementation experience of agentforce preferred 
• Experience implementing Data cloud solutions
• Candidates should expect architecture deep-dive interviews covering platform tradeoffs, scalability, data model decisions, and failure scenarios
• Experience developing Large Language Models (LLMs) beyond Salesforce Agentforce, or working with other AI Copilot platforms.

While this position is open to remote candidates across the U.S., we will prioritize those who live in the Washington-Baltimore metropolitan area and who are available to come into our Headquarters in Arlington, VA two days a week.

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide millions of learners and counting with access to world-class higher education, then join us – and do work that makes a difference. 

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, U.S. benefits include: 

• Medical, dental, and vision coverage
• Life insurance, disability, and 401(k) employer match
• Free snacks and drinks in-office
• Generous paid holidays and leave policies, including unlimited PTO
• Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break

The anticipated base salary range for this role is ($190,000 - $214,100), with potential bonus eligibility.  Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, budget for the position and cost of labor in the market in which the candidate will be hired.

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

About 2U LLC

2U partners with the world's top universities and companies to develop and deliver education programs that accelerate careers and transform lives. Through partnerships with the world’s leading colleges, universities, and companies, 2U delivers thousands of online programs to millions of learners worldwide on edX, its global learning platform. From executive education and professional credentialing to master’s degree programs and free, open courses, 2U transforms how top institutions deliver workforce-aligned online education, enabling professionals to advance without pausing their careers. Learn more at 2U.com.

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.