MYOB

Salesforce Tech Lead – Telephony

MYOB

full-time

Posted on:

Location Type: Hybrid

Location: Melbourne • Australia

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Job Level

Senior

Tech Stack

Cloud

About the role

  • Own Salesforce platform architecture and technical direction across clouds, data models, and integrations.
  • Ensure scalability, performance, security, and data integrity
  • Act as the technical point of contact for complex Salesforce decisions and blocking issues.
  • Set and maintain standards, patterns, and guidelines for configuration, development, integration, and environments.
  • Coordinate release governance, testing field, and documentation.
  • Lead and contribute to configuration and development (Flows, Apex, LWC, integrations).
  • Build and maintain integrations between Salesforce and other systems, including telephony/CTI.
  • Manage and develop the telephony platform (Genesys Cloud preferred) covering IVR, call flows, queues, routing, and skills.
  • Build and maintain integrations between telephony platforms and Salesforce (e.g. CTI, screen pops, activity logging, workflow automation).
  • Work with internal teams and vendors to ensure resilient telephony connectivity, availability, call quality, and compliance.
  • Provide technical leadership and mentorship to Salesforce and telephony teams and partners.
  • Build positive relationships with senior collaborators and act as a key advisor on platform decisions.
  • Guide teams through discovery, compose, build, testing, and rollout.
  • Advise and train Salesforce and telephony specialists to improve engineering quality and architectural thinking.

Requirements

  • Significant experience leading Salesforce platforms in complex, multi-team environments.
  • Strong functional and architectural knowledge across multiple Salesforce clouds.
  • Deep experience with Salesforce configuration and Apex / LWC development.
  • Solid knowledge of data architecture, security framework, and governance.
  • Proven experience crafting and maintaining integrations between Salesforce and external systems.
  • Familiarity with CI/CD, Git, and deployment tools for Salesforce environments.
  • Hands-on experience with cloud contact centre and telephony platforms, ideally Genesys Cloud CX (or similar).
  • Solid knowledge of IVR, call flows, queues, skills-based routing, and telephony concepts.
  • Experience integrating telephony with Salesforce, including CTI and workflow automation.
  • Experience troubleshooting production issues and performing root cause analysis across telephony and integrations.
  • Experience working with Sales, Product, Engineering, Customer Service, and Contact Centre Operations.
  • Strong systems thinking across CRM, telephony, data, and integration layers.
  • Prior consulting or system integrator experience is advantageous.
  • Salesforce and telephony certifications are greatly valued but not mandatory.
Benefits
  • Enjoy a flexible, hybrid workplace that brings balance to how you work, all of our centrally located offices come together for a number of in-person celebrations and social events
  • Set up your home office with a little financial help from us, and take advantage of great corporate discounts and vouchers from top retailers
  • Benefit from our partnership with Sonder, which supports the wellbeing of our team members
  • Unlock your potential via in-house training and programs, LinkedIn Learning, conferences and study assistance
  • Access to a variety of leave options available to support your wellbeing, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave, study leave, and more
  • Join our communities, built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Salesforce architectureSalesforce configurationApexLWCdata architecturesecurity frameworkintegration developmentIVRcall flowsworkflow automation
Soft Skills
technical leadershipmentorshiprelationship buildingadvisory skillscollaborationproblem-solvingcommunicationorganizational skillstrainingsystems thinking
Certifications
Salesforce certificationstelephony certifications