Develop and maintain strong, collaborative relationships with Vice Presidents and leaders across Call Center and Implementation teams.
Act as the primary technical liaison, capturing business requirements and pain points from service teams and translating them into a clear, prioritized technical roadmap for service application enhancements.
Champion changes that serve the dual purpose of improving the customer experience and increasing the efficiency and effectiveness of our service representatives.
Lead the planning and prioritization of service application initiatives, ensuring alignment with overall company goals and product strategy.
Bring technical rigor to the customization and configuration of our service applications, with a strong focus on Salesforce best practices.
Oversee the architecture and governance of the Salesforce platform, ensuring scalability, maintainability, and adherence to security standards.
Define and enforce modern SDLC practices for the team responsible for service application development and customization, including robust testing, code reviews, deployment processes, and continuous integration/continuous delivery (CI/CD).

Requirements

10+ years of experience in a technical leadership role, focusing on enterprise applications, CRM, or service systems.
5+ years of direct experience with the Salesforce platform, including deep understanding of Service Cloud, platform architecture, and Apex/Visualforce/Lightning development best practices.
Proven ability to establish and stand up good technical governance and architectural practices within an engineering organization.
Expert-level understanding of modern Software Development Lifecycle (SDLC) practices, including Agile methodologies, DevOps principles, and automated testing.
Exceptional communication and listening skills, with the ability to articulate complex technical concepts to non-technical stakeholders (VPs, Directors, Call Center agents) and represent their needs to technical teams.

Benefits

Applicant Tracking System Keywords

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

SalesforceService CloudApexVisualforceLightningSDLCAgileDevOpsautomated testingCI/CD

communicationlisteningcollaborationtechnical governanceleadershipprioritizationcustomer experienceproblem-solvingarticulationstakeholder management