Job Description
About the Role:
We are seeking a Salesforce Data Cloud & Technical Consulta who will own the design, governance, supportability, and operational stability of the enterprise integration landscape connecting Salesforce Service Cloud, CTI platforms, SAP systems, middleware, and downstream applications.The individual will act as the primary technical authority for integration architecture, production support, incident management, root cause analysis, and transition activities from the incumbent vendor. This role requires a strong blend of architecture, hands-on troubleshooting, and AMS leadership experience.
Requirements
Integration Architecture & Governance
- Own end-to-end integration architecture across Salesforce, SAP, CTI, middleware, and enterprise systems.
- Define integration standards, reusable patterns, and governance processes.
Establish Best Practices For
- API-led connectivity
- Event-driven architecture
- Real-time integrations
- Batch processing
- Error handling and recovery
- Ensure integration solutions are scalable, resilient, and supportable.
L3 Production Support Leadership
- Act as the highest technical escalation point for Sev-1 and Sev-2 integration incidents.
- Lead investigation of complex cross-platform issues.
- Coordinate resolution across multiple technology teams.
- Drive root-cause analysis and permanent remediation plans.
- Define proactive monitoring and alerting capabilities.
Salesforce Integration Ownership
Provide Technical Leadership For Salesforce Integration Frameworks Involving
- REST APIs
- SOAP APIs
- Platform Events
- Change Data Capture (CDC)
- Bulk APIs
- Outbound Messaging
- Named Credentials
- External Services
Responsibilities Include
- API troubleshooting
- Integration performance optimization
- Transaction tracing
- Error analysis
- Integration security reviews
SAP Integration Leadership
- Own Salesforce-SAP integration architecture and support.
- Partner with SAP teams during migration and transformation initiatives.
- Assess impact of SAP changes on customer service processes.
Support Integrations Involving
- SAP ECC
- SAP S/4HANA
- SAP CPI
- SAP PI/PO
- IDoc Framework
- OData Services
Contact Center Ecosystem Support
- Support integrations between Salesforce and Contact Center platforms.
- Assist with troubleshooting:
CTI integrations (Genesys Cloud
- Agent desktop issues
- Screen pops
- Customer interaction workflows
- Telephony transaction failures
Preferred Experience With
- Amazon Connect
- NICE InContact
- Cisco Contact Center
- Avaya
Middleware Ownership
Strong Experience With At Least One
- MuleSoft
- SAP CPI
- Dell Boomi
- IBM Integration Bus
- Web Methods
Responsibilities
- API governance
- Deployment standards
- Error handling frameworks
- Monitoring strategy
- Performance optimization
Transition & Vendor Takeover Activities
- Lead technical transition from incumbent service provider.
- Reverse engineer undocumented interfaces where required.
- Build integration inventory and dependency maps.
- Create support runbooks and operational procedures.
- Identify integration risks and technical debt.
Required Experience
Preferred Certifications
Overall Experience
- 7–9 years of IT experience.
- Minimum 7 years in enterprise integration delivery.
- Minimum 3 years in Integration Lead/Architect role.
- Experience supporting global enterprise applications in a Managed Services environment.
- Salesforce–SAP Integrations
- CTI/Contact Center Integrations
- Middleware Platform Support
- Production Support (L3)
- Incident War Room Leadership
- Enterprise API Governance
- SAP Migration Programs
- Vendor Transition / Knowledge Takeover
- Large-scale Customer Service Platforms
Required: Platform Developer I
- Strongly Preferred: Platform Developer II
Good To Have
- Sharing & Visibility Architect
- Integration Architect
- Data Architect
MuleSoft Developer
- Cloud Consultant Certifications (Sales, Service, Experience, Data Cloud)
Soft Skills
- Strong communication and ability to explain technical concepts to non‑technical stakeholders.
- Leadership in guiding development teams and driving technical decisions.
- Problem-solving mindset with a commitment to quality and delivery excellence.
