Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

We are seeking an accomplished Support System Architect to design, lead, and evolve our Technical Support and Customer Care system environment, with a primary focus on Customer Support tools and integration with broader CXS systems. This individual contributor's strategic role will partner closely with the Business Systems Team (BST) and CXS functions to build a stable, scalable tool ecosystem supporting our AI-driven vision. The successful candidate will own the systems and tools roadmap, ensuring seamless integration between Forethought (AI), Salesforce (system of record), and other CXS platforms such as JIRA, Wrike, and Totango, driving automation and advanced AI capabilities across Granicus.

• System Architecture & Evolution: Define and implement the technical strategy for CXS systems and tools, prioritizing stability, scalability, and alignment with BST and other platform integrations.
• AI-Driven Transformation: Lead initiatives to embed Generative AI and Machine Learning into customer support workflows, optimizing Forethought AI for automation and predictive support.
• Salesforce Expertise: Serve as the subject matter expert for Salesforce, designing structured automation and workflows to enhance customer experience.
• Own end-to-end solution architecture for Service Cloud (Cases, Entitlements/SLAs, Omnichannel, Knowledge, Voice, Digital Engagement, Messaging, Email-to-Case).
• Lead technical design reviews, enforce coding standards, and maintain architecture runways. Advise on licensing, capacity planning, SLAs, and cost/performance trade-offs. Guide UAT, performance testing, and post-release hyper care.
• Program Leadership: Manage cross-functional projects, ensuring timely delivery and alignment with business objectives. Maintain documentation, governance, and best practices for system architecture.
• Stakeholder Engagement: Collaborate with Tech Support, Customer Care, BST, and other teams to deliver solutions that meet operational needs. Communicate technical concepts effectively to executive stakeholders.
• Continuous Improvement: Establish principles for administration and incremental evolution of AI and automation efforts, ensuring solutions are structured, scalable, and future-ready.

Required Qualifications

• 8–10+ years in enterprise CRM; 6+ years deep hands-on with Salesforce;
• Proven experience delivering Service Cloud at scale (10k+ cases/month, omni-channel routing, voice, Knowledge Centered Service).
• Strong in Apex, Flow Orchestration, Integration (REST, Platform Events), and API governance.
• Deep knowledge of security & sharing, roles/profiles/permission sets, transaction control, and governor limits.
• Proven experience in enterprise architecture or technical program management for customer experience systems at enterprise scale.
• Minimum 5 years of experience in customer support technology ecosystems.
• Strong understanding of business systems and integrations.
• Hands-on experience with Generative AI, Machine Learning, and automation frameworks.
• Familiarity with AI-driven customer support platforms (e.g., Forethought or similar).
• Demonstrated ability to influence and drive alignment across technical and business teams.
• Excellent program management and stakeholder engagement skills.

Preferred Qualifications

• Background in cloud platforms, APIs, and data architecture.
• Knowledge of AI governance and ethical considerations.

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.