Job Description
Experience Required: 10+ years in Salesforce ecosystem
Shared Support Experience: 2+ years (hands-on or leadership)
Location: Offshore / Global Delivery Model (Hyderabad / Remote / Hybrid)
Role Type: Individual Contributor → Team Builder / Lead Path
Role
We are looking for a highly experienced Salesforce Solution Architect / Lead to spearhead a Shared Support Engagement model for our Salesforce practice. The ideal candidate has deep Salesforce expertise, strong functional leadership, solid technical understanding, and a track record of delivering excellent customer experience in multi-customer or pooled support environments.
This role begins as an independent contributor, eventually evolving into a team-building and capability leadership position—responsible for establishing a strong offshore support team skilled in Salesforce administration, analysis, and solutioning.
- Shared Support Leadership
- Lead day-to-day operations of Salesforce shared support engagements spanning multiple customers.
- Own intake, triage, scoping, backlog management, and prioritization.
- Ensure high-quality, timely resolution of issues, enhancements, and small-scale solutions.
- Drive a consulting-led experience for all customers participating in shared support.
- Salesforce Solution Design & Delivery
- Assess incoming issues/enhancement requests and determine the best-fit approach—with a functional-first mindset using declarative tools.
- Apply Salesforce recommended practices to design scalable, maintainable solutions across Sales, Service, and Experience Clouds.
- Provide technical oversight and guidance for cases requiring programmatic intervention (Apex, triggers, flows, LWC).
- Serve as the final escalation point for complex cases.
- Functional Expertise (60%)
- Deep expertise in Salesforce's declarative capabilities (Flows, Process Automation, Configuration).
- Strong command over Sales Cloud, Service Cloud, Experience Cloud.
- Ability to translate business requirements into functional designs quickly and clearly.
- Technical Acumen (40%)
- Solid understanding of Apex, integration patterns, and platform limitations.
- Ability to troubleshoot technical breakdowns, guide developers, and ensure architectural hygiene.
- Secondary Skills (Preferred)
- Working knowledge of Salesforce CPQ and Field Service.
- Experience designing or supporting quote-to-cash or field operations workflows.
- Customer & Stakeholder Management
- Act as a consulting partner to customers, helping shape their backlog and platform evolution.
- Present solution options, tradeoffs, and recommendations in a clear and structured manner.
- Maintain strong customer relationships and satisfaction across all shared support clients.
- Team Building & Offshore Delivery Leadership
- Work towards building a high-performing offshore Salesforce support team.
- Help building team of experts to improve autonomy, analysis capabilities, and consulting skills.
- Establish support processes, documentation standards, SLAs, and knowledge management practices.
