Salesforce Lead – Service Cloud

Daten; Hyderabad; On-site; INR 1,800,000 - 2,500,000; Full time

Job summary

A leading tech company in Hyderabad is seeking an accomplished Salesforce Technical Lead – Service Cloud. This role involves defining the architecture for Salesforce solutions while ensuring compliance and technical governance. The ideal candidate should have extensive experience with Service Cloud and strong leadership skills. If you have a proven track record in managing distributed teams and driving project success, this opportunity is for you.

Qualifications

• 8–14 years of IT experience with at least 7 years in Salesforce CRM.
• Proven expertise in architecting large-scale Service Cloud solutions.
• Solid understanding of Salesforce security and integration frameworks.

Responsibilities

• Define and own the end-to-end architecture for Salesforce Service Cloud solutions.
• Lead enterprise-wide Service Cloud implementations, including various integrations.
• Mentor technical teams and guide on architectural practices.

Skills

Salesforce CRM expertise

Architecting Salesforce Service Cloud solutions

Apex proficiency

Data modeling

Leadership skills

Tools

MuleSoft

Visualforce

Lightning Components

Job description

We are seeking an accomplished Salesforce Technical Lead – Service Cloud to join our team in Hyderabad. This role requires extensive experience in designing and architecting enterprise-scale Service Cloud solutions, driving technical governance, and aligning Salesforce implementations with business strategy. The ideal candidate will combine deep Service Cloud expertise, architectural leadership, and hands-on technical ability, with proven experience in managing distributed teams and ensuring successful project execution.

Key Responsibilities

• Define and own the end-to-end architecture for Salesforce Service Cloud solutions at enterprise scale.
• Design data models, security models, and integration architectures for complex business environments.
• Establish and enforce technical governance, coding standards, and best practices across Salesforce programs.
• Ensure compliance with Salesforce Well-Architected Framework, security standards, and regulatory requirements.

Administration & Governance

• Oversee critical administration areas such as roles, profiles, permission sets, sharing rules, workflows, and automation tools.
• Define governance frameworks for configuration management, change management, and release management.
• Provide architectural guidance on data quality, system performance, and sandbox strategy.

Technical Leadership & Mentorship

• Act as the technical authority for Service Cloud initiatives, guiding developers, admins, and consultants.
• Conduct design and architecture reviews to ensure solutions are scalable, secure, and maintainable.
• Mentor technical teams and promote continuous learning of Salesforce Service Cloud capabilities.

Project Delivery & Execution

• Lead enterprise-wide Service Cloud implementations, including Case Management, Knowledge Management, Omni-Channel, CTI integrations, and Service Console.
• Oversee complex integrations with ERP, telephony, middleware, and external applications.
• Collaborate with program managers to manage timelines, risks, and dependencies, ensuring successful project outcomes.
• Coordinate with onshore and offshore teams to ensure architectural alignment and delivery excellence.

Stakeholder & Client Advisory

• Partner with business leaders to translate requirements into scalable technical architecture.
• Serve as a trusted advisor to clients and leadership on Service Cloud strategy and roadmap.
• Present architectural designs, trade-offs, and recommendations to senior stakeholders and executives.
• Stay ahead of Salesforce Service Cloud releases, AppExchange products, and industry innovations.
• Promote adoption of automation, AI/Einstein features, and advanced architectural patterns.
• Contribute to defining and scaling enterprise-wide Salesforce governance frameworks.

Required Skills & Qualifications

• 8–14 years of IT experience with 7+ years in Salesforce CRM.
• Proven expertise in architecting large-scale Salesforce Service Cloud solutions.
• Strong command of Service Cloud features: Case Management, Knowledge Base, Omni-Channel, CTI, and Service Console.
• Hands-on proficiency in Apex, Visualforce, Lightning Components, SOQL, REST/SOAP APIs.
• Solid understanding of Salesforce security, data model, and integration frameworks.
• Experience with integration platforms (e.g., MuleSoft, REST/SOAP web services, middleware).
• Strong leadership, stakeholder engagement, and communication skills.
• Experience working with distributed global teams and managing offshore coordination.

Preferred Certifications

• Salesforce Certified Technical Architect (CTA) – highly desirable
• Salesforce Certified Service Cloud Consultant
• Salesforce Platform Developer I/II
• Salesforce Administrator / Advanced Administrator