Senior Domain Architect - Service Operations (Salesforce)

Farmers Insurance

  • Woodland Hills, CA
  • Permanent
  • Full-time
  • 15 days ago
We are Farmers!We are… more than just your favorite commercials. At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers.Farmers is an award winning, equal opportunity employer, committed to the strength of a diverse workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn't just our business - it's our culture! To learn more about our high-performance culture and open opportunities, check out and be sure to follow us on , , and .Workplace: Hybrid ( #LI-Hybrid ), Remote ( #LI-Remote )Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.Job SummaryFarmers Insurance is seeking a strategic and action-oriented Senior Domain Architect to lead the technical strategy that will transform our service contact center into a revenue generator, accelerate our integration and use of digital, and ensure we deliver a seamless, differentiated customer and agent support journey with an AI-enabled desktop.This role is pivotal in designing solutions that translate business strategies into technical realities, driving key initiatives across our Service Management (SRM), Salesforce, and supporting ecosystems, including our legacy WINS platform. You will ensure that all new service features and capabilities are built on a robust, scalable, and secure architectural foundation.The ideal candidate is a forward-thinking architect with deep expertise in both CRM (Salesforce) and IT Service Management (ITSM) solutions. You will own the architecture vision and roadmap, influencing how we modernize platforms, integrate systems, and deliver innovative capabilities that improve customer experience and agent productivity.(Internal position title is Senior Domain Architect)What You'll DoStrategy & Roadmap Development:
  • Own and govern the technical architecture roadmap for the Service Operations domain, ensuring alignment with business goals and enterprise technology standards.
  • Lead the architectural design for key initiatives on the Salesforce and Service Management roadmaps, from concept to implementation.
  • Evaluate emerging technologies, patterns, and third-party solutions to modernize our platforms and enhance capabilities.
Architectural Design & Governance:
  • Create and maintain reference architectures, reusable patterns, and best practices for Salesforce and Service Management (SRM/ITSM) platforms.
  • Architect end-to-end solutions that encompass process automation, data integrity, security, and system integrations.
  • Lead technical design reviews and governance sessions to ensure solutions are high-quality, performant, and aligned with strategic vision.
  • Define the architectural strategy for modernizing and integrating with legacy systems, ensuring a smooth transition and data consistency.
Platform Leadership & Solutioning:
  • Salesforce: Serve as the lead technical authority for the Salesforce Service Cloud ecosystem. Design scalable solutions for case management, knowledge management, CTI integration, and agent console optimization.
  • Service Management (SRM/ITSM): Define the architectural foundation for our core service management platform, driving improvements in workflow automation, request fulfillment, and reporting.
  • Integration: Design and oversee the integration architecture connecting Salesforce, SRM, WINS, and other enterprise systems to create a unified data flow and agent experience.
Collaboration & Influence:
  • Partner closely with business stakeholders in Service Operations, product managers, and engineering leads to understand requirements and translate them into executable architectural designs.
  • Serve as a trusted advisor to leadership on technology strategy, opportunities, and potential risks.
  • Mentor developers and junior architects, promoting a culture of technical excellence and architectural discipline.
What You'll Bring
  • 8+ years of experience in enterprise IT, with at least 4-5 years in a solution or domain architect role.
  • Proven experience leading the architecture for complex, large-scale CRM or ITSM platforms.
  • Hands-on experience in designing and implementing solutions on the Salesforce platform, specifically with Service Cloud.
  • Demonstrable experience with IT Service Management (ITSM) platforms (e.g., ServiceNow, Cherwell, BMC) and ITIL principles.
Technical Skills:
  • Expert knowledge of the Salesforce platform, including data models, integration patterns (APIs, middleware), security models, and governor limits.
  • Strong understanding of ITSM/ITIL frameworks and the architecture of enterprise-grade service management tools.
  • Proven ability to design and architect complex integrations between disparate systems.
  • Experience with architectural modeling and creating clear, concise design documentation.
Preferred Qualifications:
  • Experience in the insurance or financial services industry.
  • Knowledge of contact center technologies, including CTI, IVR, and omnichannel routing.
  • Experience leading modernization initiatives, migrating functionality from legacy platforms to modern cloud-based solutions.
  • Familiarity with enterprise architecture frameworks such as TOGAF.
Education You'll Need
  • Bachelor's degree prefered in Computer Science, Information Systems, Engineering, or a related field.
Salesforce Certified Application Architect or System Architect certification, prefererd.ITIL v3 or v4 certification, preferred.Professional Attributes
  • Strategic Thinker: Ability to see the big picture and design solutions that meet long-term business objectives.
  • Ownership & Action-Oriented: Takes accountability for outcomes and drives initiatives forward with urgency.
  • Excellent Communicator: Can effectively articulate complex technical ideas to both technical and non-technical audiences.
  • Collaborative Leader: Proven ability to influence and lead cross-functional teams without direct authority.
  • Problem Solver: Strong analytical skills to navigate ambiguity and resolve complex technical challenges.
  • Business Acumen: A keen ability to understand business drivers and balance technical purity with practical business needs.
Physical ActionsThis role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions. Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to continuously operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.Benefits
  • Farmers offers a competitive salary commensurate with experience, qualifications and location.
o CA Only: $134,320 - $214,390
o CO Only: $126,240 - $184,690
o HI/IL/MN/VT Only: $126,240 - $197,780
o MA Only: $126,240 - $197,780 * o MD Only: $126,240 - $197,780o NY/DC/NJ Only: $126,240 - $214,390
o Albany County: $134,320 - $184,690
o WA Only: $126,240 - $224,750 * Bonus Opportunity (based on Company and Individual Performance)
  • 401(k)
  • Medical
  • Dental
  • Vision
  • Health Savings and Flexible Spending Accounts
  • Life Insurance
  • Paid Time Off
  • Paid Parental Leave
  • Tuition Assistance
  • For more information, review “What we offer” on
Job Location(s): US - CA - WdlndHills-6303, R_US - United StatesAnticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly.Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws.Want to learn more about our culture & opportunities? Check out and be sure to follow us on , , and .Spokane, WA only: Residents who prefer not to provide their address click here to submit your resume via email:

Farmers Insurance