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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 #LI-Hybrid Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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