About the Job
We are seeking an accomplished Salesforce Technical Lead – Service Cloud to join our team in Hyderabad. This role requires extensive experience in designing and architecting enterprise-scale Service Cloud solutions, driving technical governance, and aligning Salesforce implementations with business strategy. The ideal candidate will combine deep Service Cloud expertise, architectural leadership, and hands-on technical ability, with proven experience in managing distributed teams and ensuring successful project execution.
Key Responsibilities
Architecture & Solution Design
- Define and own the end-to-end architecture for Salesforce Service Cloud solutions at enterprise scale.
- Design data models, security models, and integration architectures for complex business environments.
- Establish and enforce technical governance, coding standards, and best practices across Salesforce programs.
- Ensure compliance with Salesforce Well-Architected Framework, security standards, and regulatory requirements.
Administration & Governance
- Oversee critical administration areas such as roles, profiles, permission sets, sharing rules, workflows, and automation tools.
- Define governance frameworks for configuration management, change management, and release management.
- Provide architectural guidance on data quality, system performance, and sandbox strategy.
Technical Leadership & Mentorship
- Act as the technical authority for Service Cloud initiatives, guiding developers, admins, and consultants.
- Conduct design and architecture reviews to ensure solutions are scalable, secure, and maintainable.
- Mentor technical teams and promote continuous learning of Salesforce Service Cloud capabilities.
Project Delivery & Execution
- Lead enterprise-wide Service Cloud implementations, including Case Management, Knowledge Management, Omni-Channel, CTI integrations, and Service Console.
- Oversee complex integrations with ERP, telephony, middleware, and external applications.
- Collaborate with program managers to manage timelines, risks, and dependencies, ensuring successful project outcomes.
- Coordinate with onshore and offshore teams to ensure architectural alignment and delivery excellence.
Stakeholder & Client Advisory
- Partner with business leaders to translate requirements into scalable technical architecture.
- Serve as a trusted advisor to clients and leadership on Service Cloud strategy and roadmap.
- Present architectural designs, trade-offs, and recommendations to senior stakeholders and executives.
Innovation & Continuous Improvement
- Stay ahead of Salesforce Service Cloud releases, AppExchange products, and industry innovations.
- Promote adoption of automation, AI/Einstein features, and advanced architectural patterns.
- Contribute to defining and scaling enterprise-wide Salesforce governance frameworks.
Required Skills & Qualifications
- 8–14 years of IT experience with 7+ years in Salesforce CRM.
- Proven expertise in architecting large-scale Salesforce Service Cloud solutions.
- Strong command of Service Cloud features: Case Management, Knowledge Base, Omni-Channel, CTI, and Service Console.
- Hands-on proficiency in Apex, Visualforce, Lightning Components, SOQL, REST/SOAP APIs.
- Solid understanding of Salesforce security, data model, and integration frameworks.
- Experience with integration platforms (e.g., MuleSoft, REST/SOAP web services, middleware).
- Strong leadership, stakeholder engagement, and communication skills.
- Experience working with distributed global teams and managing offshore coordination.
Preferred Certifications
- Salesforce Certified Technical Architect (CTA) – highly desirable
- Salesforce Certified Application Architect / System Architect
- Salesforce Certified Service Cloud Consultant
- Salesforce Platform Developer I/II
- Salesforce Administrator / Advanced Administrator
