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 Gove
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