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About the role
Job Description Job Description 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 .
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