Source description
About the role
Salesforce Solution Architect / Lead - Shared Support Services
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.
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