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AgentForce Architect

Crystal City

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We’re Looking For:

2U is seeking a visionary and hands-on Agentforce Architect to lead the architecture and delivery of intelligent, AI-driven service experiences across the learner journey. In this strategic role, you will be responsible for designing and implementing Salesforce Agentforce capabilities—including Service Cloud, Omni-Channel, Agent Workspace, and integrations with Data Cloud and enterprise systems—to enable personalized and scalable student engagement. You will act as the technical authority across our Agentforce program, partnering closely with stakeholders, Salesforce, and our SI partner to drive end-to-end delivery of employee agent
experiences that improve student outcomes.

Responsibilities Include, But Are Not Limited To:

Solution Architecture & Design 

  • Architect and oversee implementation of Salesforce Agentforce solutions including Service
  • Cloud, Agent Console, Omni-Channel, Voice, Live Agent, and AI-powered automation.
  • 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.
  • Design and implement 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:

  • 10+ years of Salesforce platform experience, with 5+ years as a Technical or Solution Architect.
  • Hands-on experience with Salesforce Service Cloud, Sales Cloud, SFMC (Preferable) and
    Agentforce / Agent Workspace.
  • Deep understanding of Omni-Channel routing, Einstein Bots, Voice, and Live Chat.
  • Strong expertise 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:

  • At least one full implementation experience of Agentforce preferred
  • 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 Certified Technical Architect (CTA) is a strong plus.
  • 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 over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

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

For more than a decade, 2U has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.


About edX

edX is the education movement for restless learners and a leading global online learning platform from 2U, LLC. Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.

Learn more at https://2u.com/careers/
#NoBackRow

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.

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At 2U, we are committed to an inclusive hiring process. To learn about how 2U supports diversity efforts, click here

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