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 observ

📌 Salesforce Cloud Technical Consultant(Service Module) (Chennai)
🏢 Ciber
📍 Chennai