Job Openings Salesforce Service Manager

About the job Salesforce Service Manager

Role Overview

The Technical Salesforce Service Manager is responsible for leading the design, delivery, and operations of Salesforce Service Cloud within a telecommunications environment. This role combines service management, solution architecture, and technical leadership, ensuring scalable, high-performance platforms integrated with complex telco BSS/OSS ecosystems.

The ideal candidate is both hands-on technical and strong in service governance, capable of driving system reliability, optimization, and continuous transformation.

Key Responsibilities

Technical Service Ownership

  • Own end-to-end Salesforce Service Cloud platform for customer service operations
  • Ensure high availability, performance, and scalability for high-volume telco workloads
  • Lead incident, problem, and change management with root cause analysis (RCA)
  • Define and enforce SLA/SLO/SLI metrics

Solution Architecture & Design

  • Define and govern Salesforce architecture aligned with enterprise standards
  • Design scalable solutions for:
  • Case management & omnichannel routing
  • Complaint & escalation handling
  • Service request lifecycle
  • Review and approve solution design, technical specifications, and code quality
  • Ensure best practices in data model design, security, and performance optimization

Integration with Telco Ecosystem (BSS/OSS)

  • Lead integration between Salesforce and telco systems:
  • Billing & charging platforms
  • Order Management Systems (OMS)
  • CRM/CDP systems
  • Network provisioning & assurance systems
  • Define integration patterns:
  • Real-time APIs (REST/SOAP)
  • Event-driven architecture (streaming, queues)
  • Batch/data synchronization
  • Ensure data consistency, latency optimization, and fault tolerance

DevOps & Release Management

  • Establish and manage CI/CD pipelines for Salesforce deployments
  • Oversee version control, environment strategy, and release governance
  • Ensure automated testing, code review, and deployment quality
  • Drive adoption of DevOps best practices within Salesforce teams

Telco Service Process Enablement

  • Enable and optimize telco-specific workflows:
  • Order fallout & service activation issues
  • Billing inquiries & dispute handling
  • Incident/ticket lifecycle management
  • Support omnichannel engagement:
  • CTI / call center integration
  • Chatbots, self-service portals
  • Reduce call center load via automation and knowledge management

Performance Optimization & Observability

  • Monitor system health, logs, and performance metrics
  • Implement monitoring, alerting, and observability frameworks
  • Analyze trends to proactively prevent incidents
  • Optimize for:
  • High concurrency
  • Large data volumes
  • Peak traffic scenarios

Team & Vendor Leadership

  • Lead technical teams (developers, admins, architects, support engineers)
  • Conduct design reviews, mentoring, and capability development
  • Manage vendors and system integrators with clear technical governance

Governance, Security & Compliance

  • Ensure compliance with telco regulations and data privacy standards
  • Implement Salesforce security best practices (roles, profiles, sharing rules)
  • Maintain audit readiness and technical documentation

Required Qualifications

  • Bachelor's degree in Computer Science, Engineering, or related field
  • 7–12+ years of experience in Salesforce with strong technical leadership
  • Proven experience in telecommunications domain (mandatory)
  • Hands-on experience in Salesforce architecture and integrations

Technical Skills (Must-Have)

Salesforce Platform

  • Salesforce Service Cloud (Case, Omni-Channel, Knowledge)
  • Apex, Lightning Components (LWC/Aura) – good understanding
  • Flow automation and platform limits

Integration & Architecture

  • API design (REST/SOAP)
  • Middleware (e.g., MuleSoft or equivalent)
  • Event-driven architecture (Kafka, queues, etc.)
  • Microservices architecture

DevOps

  • CI/CD tools (Git, Jenkins, Copado, etc.)
  • Version control and release pipelines
  • Automated testing frameworks

Telco Domain Knowledge

  • BSS/OSS architecture
  • Billing systems (prepaid/postpaid)
  • Order lifecycle & provisioning
  • Subscriber & product models
  • Service assurance & incident management

Soft Skills

  • Strong problem-solving and system thinking
  • Ability to bridge business and technical stakeholders
  • Leadership in high-pressure, 24/7 service environments
  • Excellent communication and decision-making skills

Key KPIs

  • System uptime & performance (availability >99.9%)
  • Incident resolution time & RCA quality
  • SLA/SLO compliance
  • Integration reliability & latency
  • Reduction in call center volume / cost-to-serve
  • Delivery quality (defect rate, release success rate)

Nice to Have

  • Salesforce Service Cloud Consultant / Application Architect certification
  • Experience with Field Service Lightning (FSL)
  • Knowledge of TM Forum standards (eTOM, SID, Open APIs)
  • Experience in large-scale digital transformation programs

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