Portal & Service Cloud Technical Manager

Ciena•Remote-US-FL, FL

About The Position

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact. Job Summary We are seeking a highly skilled and experienced Portal & Service Cloud Technical Manager to lead the design, development, and support of our customer and partner portals, as well as our Salesforce Service Cloud platform. This role involves managing a team, collaborating with stakeholders, and ensuring the delivery of robust, scalable, and user-friendly solutions.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.
7+ years of experience in Salesforce development and administration, with at least 3 years in a technical leadership or management role.
Deep expertise in Salesforce Service Cloud and Salesforce Experience Cloud (formerly Community Cloud).
Strong understanding of Salesforce architecture, data models, security models, and development best practices (Apex, Visualforce, Lightning Web Components, Aura).
Proven experience with Salesforce integrations using REST/SOAP APIs, Platform Events, and middleware platforms.
Experience with release management tools and CI/CD pipelines for Salesforce (e.g., Azure DevOps, Copado, Gearset).
Excellent communication, interpersonal, and presentation skills with the ability to articulate complex technical concepts to both technical and non-technical audiences.
Strong analytical and problem-solving skills with a keen attention to detail.
Ability to manage multiple priorities in a fast-paced, dynamic environment.

Nice To Haves

Salesforce certifications such as Salesforce Certified Administrator, Salesforce Certified Platform Developer I & II, Salesforce Certified Service Cloud Consultant, and/or Salesforce Certified Experience Cloud Consultant are highly desirable.

Responsibilities

Lead the technical strategy, architecture, and implementation of Ciena's customer and partner portals, primarily built on Salesforce Experience Cloud.
Oversee the design, configuration, and enhancement of Salesforce Service Cloud, including case management, knowledge base, omni-channel, and field service capabilities.
Partner with Salesforce developers, administrators, and business analysts, providing technical guidance, mentorship, and performance feedback.
Collaborate closely with business stakeholders, product owners, and project managers to gather requirements, define solutions, and prioritize features.
Ensure the integration of portal and Service Cloud solutions with other enterprise systems (e.g., ERP, CRM, marketing automation) using various integration patterns (APIs, middleware).
Establish and enforce best practices for solution design, development, testing, deployment, and ongoing maintenance in a Salesforce environment.
Drive continuous improvement initiatives, including performance optimization, security enhancements, and adoption of new Salesforce features.
Manage vendor relationships for third-party tools and applications integrated with the Salesforce platform.
Develop and maintain technical documentation, including architecture diagrams, design specifications, and operational procedures.
Provide technical leadership and expertise in troubleshooting complex issues and ensuring system stability and reliability.