About Firstsource
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.
Role Purpose
Own the end-to-end delivery,adoption, and value of Salesforce for Global Operations, ensuring the platform drives operational efficiency, trusted data, and measurable business outcomes while aligning with enterprise priorities and AI governance.
Key Responsibilities
- Own the Salesforceroadmap and backlogprioritization across the client's Customer care teams.
- Act as the decision authorityfor Customer care Salesforce design,configuration, and customization tradeoffs.
- Define and enforceplatform standards, data models,and automation guardrails.
- Govern adoption and use of Salesforce AI capabilities (Einstein, bots, agents) in line with Operational and Enterprise AI governance.
- Ensure Salesforcedata quality and readiness forreporting, analytics, and AI use cases.
- Coordinate integrations with enterprise systemsand data platformsto enable end-to- end operational workflows.
- Lead release planning, UAT, and change management forsmooth delivery of updates.
- Evaluate features, licenses,and third-party add-ons, and hold vendorsand partners accountable for delivery outcomes.
Required Skills & Experience
- Salesforce expertise: Strong hands-on experience with Service Cloud,Salesforce AI (Einstein, bots, agents), knowledge of data model design, automation (flows, process builder, Apex).
- Product & Capability Ownership: Proven track record in owning enterprise platforms or applications with measurable business outcomes.
- Integration Knowledge: Experience integrating Salesforce with enterprise systems,data platforms, or cloud services.
- Governance & Compliance: Understanding of platform standards, data governance, and AI governance principles.
- Stakeholder Management: Abilityto influence seniorbusiness and technical stakeholders and balance competing priorities.
- Delivery & Change Management: Experience leading releases, UAT, and adoption initiatives across global or offshore teams.
- Analytical &Problem-Solving Skills: Abilityto interpret metrics,identify bottlenecks, and drive continuous improvement.
Desirable Skills
- Salesforce certifications (Administrator, PlatformApp Builder, ServiceCloud Consultant, or equivalent).
- Experience managing vendors or implementation partners.
- Familiarity with global operations or contact center workflows.
- Exposure to enterprise AI or analyticsprojects integrated with Salesforce.
Success Criteria
- Salesforce Global Operations roadmapdelivers measurable business outcomesaligned to operational priorities.
- Platform is stable, scalable, and well-governed, with controlled customization and manageable technical debt.
- Salesforce data foroperational needs is trusted,accurate, and fit for reporting, analytics, and AI use cases.
- Core workflows are adopted effectively, with minimal workarounds and measurable productivity gains.
- Changes and releases are predictable, with disciplined prioritization and strong vendor accountability.
Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.
