Job Description
About the Role:
We are seeking a highly experienced Salesforce Managed Services Technical Lead to provide L2/L3 support, platform governance, and continuous improvement for a global Salesforce-based Contact Center ecosystem.
The successful candidate will act as the highest technical escalation point for production support and will own complex issue resolution across Salesforce, CTI, enterprise integrations, SAP-connected processes, and Data Cloud use cases.
This role is not focused on project delivery alone. The primary expectation is operational excellence, high-severity incident management, root cause analysis, platform stabilization, and technical leadership during transition from the incumbent support organization.
Requirements
- Production Support Leadership
- Serve as the senior-most L3 technical escalation point for Salesforce-related production incidents.
- Lead troubleshooting of Severity 1 and Severity 2 incidents, ensuring rapid service restoration and stakeholder communication.
- Drive post-incident root cause analysis (RCA) and permanent corrective actions.
- Own problem management backlog and platform stabilization initiatives.
- Establish proactive monitoring and preventive maintenance processes.
- Contact Center & CTI Ownership
- Troubleshoot and optimize Salesforce CTI integrations.
- Analyze agent desktop, call routing, screen pop, omnichannel, softphone, and telephony integration issues.
- Support integrations between Salesforce and telephony platforms.
Diagnose Cross-system Issues Spanning
- Salesforce
- CTI platform
- Middleware
- Telephony infrastructure
- External systems
- Integration & Enterprise Systems Support
- Lead troubleshooting of real-time and batch integrations.
Investigate Failures Involving
- SAP
- Middleware platforms
- APIs
- Platform Events
- CDC
- External REST/SOAP services
- Analyze integration logs and transaction failures across multiple systems.
- Provide design recommendations for improving resiliency and observability.
- Salesforce Platform Governance
- Review and approve complex technical changes before production deployment.
- Conduct architecture and code reviews for enhancements entering production.
Guide Developers On Best Practices For
- Apex
- LWC
- Integration Architecture
- Data Modelling
- Security
- Ensure platform scalability and operational stability.
- SAP Migration Support
- Collaborate with SAP migration teams to assess downstream impacts on Salesforce.
- Support testing and migration activities affecting customer service operations.
- Identify integration and data synchronization risks during migration programs.
- Data Cloud & Customer Data Management
- Support Data Cloud-related troubleshooting and data ingestion processes.
- Investigate identity resolution, data harmonization, segmentation, and activation issues.
- Analyze customer data quality issues impacting business operations.
- Transition & Knowledge Acquisition
- Drive technical knowledge transition from incumbent vendor teams.
- Document current-state architecture, integrations, dependencies, support procedures, and operational runbooks.
- Identify technical debt, support risks, and platform vulnerabilities during transition.
Experience & Certifications
- Overall Experience 7-9 years of Salesforce experience.
- Minimum 3 years supporting business-critical Salesforce production environments.
- Minimum 2 years acting as L3 support lead or technical lead in AMS/Managed Services engagements.
- Salesforce Expertise
Strong Hands-on Expertise In
- Apex
- Lightning Web Components (LWC)
- Flows
- Platform Events
- Change Data Capture
- Asynchronous Processing
- Salesforce Security Model
- Service Cloud
- Omnichannel
- Contact Center Experience (Mandatory)
- Minimum 3 years of experience with at least one:
- Salesforce CTI
- Amazon Connect (optional)
- Genesys Cloud
- NICE InContact (Optional)
- Five9 (Optional)
- Avaya
- Cisco Contact Center
- Must demonstrate troubleshooting experience and not just implementation exposure.
- Integration Expertise (Mandatory)
- Hands-on experience supporting integrations involving:
- REST APIs
- SOAP APIs(Optional)
- Middleware platforms
- Event-driven architectures
- Enterprise Service Bus patterns
- Must have experience troubleshooting production integration failures.
- SAP Integration Exposure (Mandatory)
- Experience supporting Salesforce integrations with SAP landscapes including one or more:
- SAP ECC
- SAP S/4HANA
- SAP CPI
- SAP PI/PO
- Data Cloud Exposure (Highly Valued)
Experience With
- Data Cloud Data Streams
- Identity Resolution
- Calculated Insights
- Activation
- Data Governance
Certifications
- Salesforce Certified Application Architect and System Architect.
Strongly Preferred
- Platform Developer II
- Integration Architect
- Data Architect, Sharing & Visibility Architect
- Identity & Access Management Architect.
- Data Cloud
- Financial Service Cloud
Good To Have (optional) Cloud Consultant Certifications
- Sales Cloud, Service Cloud
- Experience Cloud
