Salesforce Architect

Tech Mahindra; Dadri, Pune District, Mumbai; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Tech Mahindra in India is seeking an experienced Salesforce Service Cloud Project Lead to drive end-to-end transformation initiatives, manage global stakeholders, and provide both functional and technical leadership across Service Cloud implementations for Banking and Payments clients.

The ideal candidate will bring deep expertise in customer service operations, Salesforce best practices, and hands-on development with Apex and LWC, along with governance, security, and compliant delivery across

Qualifications

• Requires hands-on Salesforce Service Cloud knowledge with delivery experience.
• Proven ability to lead end-to-end Salesforce transformations.
• Experience with banking and payments domain is a plus.

Responsibilities

• Lead end-to-end Salesforce Service Cloud projects for banking/payments clients.
• Drive Agile delivery, sprint planning, backlog grooming and release management.
• Mentor Business Analysts, Developers and Administrators while ensuring governance.
• Engage stakeholders, present roadmaps and mitigate risks.

Skills

Salesforce Service Cloud

Case Management

Knowledge Management

Service Console

Entitlements & Milestones

Experience Cloud

Apex & LWC

Integrations

Education

Bachelor's degree in Engineering / Computer Science / Business

Salesforce Certifications: Admin, Service Cloud Consultant

Tools

Jira

Confluence

Copado

Flosum

Apex PMD

Checkmarks

Job description

Job Title

Salesforce Service Cloud Project Lead

Experience

10-12 Years

Location

India (Hybrid/Remote)

Job Summary

We are seeking an experienced Salesforce Service Cloud Project Lead. The candidate will lead end-to-end Salesforce transformation initiatives, manage global stakeholder relationships, drive project delivery, and provide functional and technical leadership across Service Cloud implementations.

The ideal candidate must possess deep knowledge of customer service operations and Salesforce best practices.

Key Responsibilities

Project Leadership & Delivery

• Lead end-to-end Salesforce Service Cloud for Banking and Payments clients.
• Manage project scope, timelines, budgets, risks, dependencies, and stakeholder communications.
• Drive Agile delivery, sprint planning, backlog grooming, and release management.
• Ensure successful deployment and adoption of Salesforce solutions.

Functional & Solution Leadership

• Conduct workshops, requirement gathering, and business process analysis.
• Design scalable Service Cloud solutions aligned to payment industry requirements.
• Translate business requirements into functional specifications and user stories.
• Collaborate with architects, developers, QA, and business teams.

Stakeholder Management

• Engage with business stakeholders, product owners, and leadership teams.
• Present solution roadmaps, project status, risks, and mitigation plans.
• Manage client expectations and ensure customer satisfaction.

Governance & Team Management

• Lead distributed Salesforce teams across functional and technical workstreams.
• Mentor Business Analysts, Developers, and Administrators.
• Ensure adherence to Salesforce governance, security, and compliance standards.

Required Skills

Salesforce

• Salesforce Service Cloud
• Case Management
• Knowledge Management
• Service Console
• Entitlements & Milestones
• Experience Cloud
• Salesforce Flows
• Salesforce Reports & Dashboards
• Salesforce Release updates
• Strong hands on Apex, LWC and Integration
• Omni Channel
• Salesforce Einstein Capabilities for Service Cloud and Agentforce
• Exposure to Flosum or Copado
• Exposure to Code Quality Tools like Apex PMD and Checkmarks

Project Management

• Agile/Scrum Methodologies
• Jira & Confluence
• Resource Planning
• Stakeholder Management
• Risk & Dependency Management
• Executive Reporting

Qualifications

• Bachelor's degree in Engineering, Computer Science, Business, or related field.
• Salesforce Certifications preferred:
  • Salesforce Administrator
  • Service Cloud Consultant

Preferred Experience

• Experience leading large-scale Salesforce transformation programs.
• Exposure to Salesforce secure integration architecture and best practices.