Salesforce Cloud Technical Consultant Service Module

HTC Global Services

Chennai District

On-site

INR 1,500,000 - 2,100,000

Full time

9 days ago

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Job summary

HTC Global Services seeks a Salesforce Managed Services Technical Lead to own L2/L3 production support, platform governance, and continuous improvement for a global Salesforce-based Contact Center ecosystem.

The role requires hands-on leadership in incident management, RCA, and cross-system troubleshooting involving Salesforce, CTI, SAP, and Data Cloud. Strong governance and architectural review experience are essential.

Qualifications

Extensive experience in Salesforce production support and L3 escalation management.
Hands-on expertise with CTI integrations, SAP-connected processes, and data platforms.
Strong governance, RCA, and post-incident remediation skills.

Responsibilities

Lead and coordinate L2/L3 production support for Salesforce-based CS ecosystem.
Drive incident management, root cause analysis, and permanant corrective actions.
Own integrations across Salesforce, CTI, SAP, and middleware environments.

Skills

Salesforce L3 support

CTI integration

LWC

Apex

Platform governance

Tools

SAP

Middleware

REST APIs

SOAP APIs

Data Cloud

Job description

Job Description

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 Governance
Review and approve complex technical changes before production deployment.
Conduct architecture and code reviews for enhancements entering production.

Guide Developers On Best Practices For

Apex
LWC
Integration Architecture
Data Modelling
Security
Ensure platform scalability and operational stability.
SAP Migration Support
Collaborate with SAP migration teams to assess downstream impacts on Salesforce.
Support testing and migration activities affecting customer service operations.
Identify integration and data synchronization risks during migration programs.
Data Cloud & Customer Data Management
Support Data Cloud-related troubleshooting and data ingestion processes.
Investigate identity resolution, data harmonization, segmentation, and activation issues.
Analyze customer data quality issues impacting business operations.
Transition & Knowledge Acquisition
Drive technical knowledge transition from incumbent vendor teams.
Document current-state architecture, integrations, dependencies, support procedures, and operational runbooks.
Identify technical debt, support risks, and platform vulnerabilities during transition.

Experience & Certifications

Overall Experience 7-9 years of Salesforce experience.
Minimum 3 years supporting business-critical Salesforce production environments.
Minimum 2 years acting as L3 support lead or technical lead in AMS/Managed Services engagements.
Salesforce Expertise

Strong Hands-on Expertise In

Apex
Lightning Web Components (LWC)
Flows
Platform Events
Change Data Capture
Asynchronous Processing
Salesforce Security Model
Service Cloud
Omnichannel
Contact Center Experience (Mandatory)
Minimum 3 years of experience with at least one:
Salesforce CTI
Amazon Connect (optional)
Genesys Cloud
NICE InContact (Optional)
Five9 (Optional)
Avaya
Cisco Contact Center
Must demonstrate troubleshooting experience and not just implementation exposure.
Integration Expertise (Mandatory)
Hands-on experience supporting integrations involving:
REST APIs
SOAP APIs(Optional)
Middleware platforms
Event-driven architectures
Enterprise Service Bus patterns
Must have experience troubleshooting production integration failures.
SAP Integration Exposure (Mandatory)
Experience supporting Salesforce integrations with SAP landscapes including one or more:
SAP ECC
SAP S/4HANA
SAP CPI
SAP PI/PO
Data Cloud Exposure (Highly Valued)