Solution Architect - A26156

Activate Interactive Pte Ltd (“Activate”) is a leading technology consultancy headquartered in Singapore with a presence in Malaysia and Indonesia. Our clients are empowered with quality, cost-effective, and impactful end-to-end application development, like mobile and web applications, and cloud technology that remove technology roadblocks and increase their business efficiency. 

We believe in positively impacting the lives of people around us and the environment we live in through the use of technology. Hence, we are committed to providing a conducive environment for all employees to realise their full potential, who in turn have the opportunity to continuously drive innovation. 

We are searching for our next team members to join our growing team. 

If you love the idea of being part of a growing company with exciting prospects in mobile and web technologies that create positive impact on people’s lives, then we would love to hear from you. 

Co-Development Business Unit is looking for Solution Architect

Internal Code: A26156

This is a fixed term contract. The engagement is 1 year.

What will you do?

The project:

As part of our ongoing enhancement and maintenance of the Salesforce CRM systems.

The implementation of this CRM represents a strategic transformation from a traditional customer service model to an advanced cloud-based, AI-enabled omnichannel service model. This service transformation will be brought about through enhancements to the existing Salesforce CRM platform, with the objective of strengthening customer engagement capabilities while maintaining robust operational control and security measures.

The Salesforce CRM system continues to support multiple stakeholder groups, including approximately 175 concurrent users (covering Contact Centre staff, L2 officers, management, and system administrators). It also supports growing customer demand, with customer enquiries projected to reach 170,171 annual enquiries by 2028 across multiple channels.

The enhanced Salesforce CRM (NOVA CRM) will deliver comprehensive customer relationship management capabilities across the following key areas:

• AI-enabled case triage and response capabilities, including automated case categorisation, intelligent routing, GenAI-supported response generation, and email case summarisation
• Unified omnichannel integration, supporting channels such as WhatsApp chatbot, live chat, voice, and appointment booking, with seamless transitions between self-service and agent-assisted interactions;
• Enhanced case management features, including collaboration tools, intelligent workload distribution, and capabilities to support efficient case resolution by service teams
• Advanced analytics and reporting, providing actionable insights on customer interaction patterns, workload performance, and service outcomes.

What will you do?

• To lead solution architecture and technical design for Salesforce CRM, ensuring that enhancements, support changes, and integrations are scalable, secure, maintainable, and aligned to business needs and platform constraints.
• Define end-to-end solution designs for Salesforce CRM enhancements, integrations, and platform changes.
• Ensure solutions align with the architecture principles explicitly stated in the source document, including OOTB first and API-led design.
• Govern technical design across CRM processes, data model changes, integration patterns, and non-functional requirements.
• Review change requests for impact on business processes, security, maintainability, scalability, and dependencies.
• Work with engineers, Business Analysts, DevSecOps, and product/operations leads to shape feasible and supportable solutions.
• Assess trade-offs between declarative design, customisation, integration, and cloud/infrastructure approaches.
• Support architecture documentation, design reviews, and technical governance.
• Promote long-term platform sustainability and reduce technical debt.