About the Role
You will lead the team responsible for customer-support technology, including Service Cloud, telephony, messaging, workforce management, and quality tools. You will set the technology roadmap, guide architecture and integrations, improve delivery practices, and measure outcomes through KPIs.
Requirements
•7+ years of Salesforce experience with Service Cloud expertise
•5+ years of directly leading technical teams
•Expertise in Salesforce architecture, customization, automation, integrations, security, and governance
•Experience coaching technical engineers and administrators
•Knowledge of SDLC, Agile delivery, enterprise integrations, and AI automation
•Stakeholder management skills
Responsibilities
•Lead, mentor, and develop Salesforce developers, administrators, architects, and business analysts
•Optimize planning, release practices, and cross-functional collaboration
•Define and execute the customer support technology strategy
•Own the Service Cloud roadmap
•Communicate priorities, risks, and progress to stakeholders
•Guide Salesforce architecture, integrations, and best practices
•Establish KPIs for support technology initiatives
