Salesforce Service Technical Lead

Protiviti • New York City, NY

2d • $178,000 - $302,000 • Hybrid

About The Position

Protiviti is seeking a Technology Consulting Associate Director for its growing Salesforce Solutions team, specializing in Salesforce Service. The role leads technical design and delivery of Salesforce Service Cloud and integrated telephony and contact center solutions, while strengthening client relationships, managing engagement delivery, and helping clients address technology risk and complex business challenges. The Associate Director also contributes to practice growth through business development, thought leadership, mentoring, and development of future leaders.

The position involves leading teams and overseeing project work plans, from discovery and architecture through build, testing, deployment, stabilization, and ongoing improvement. The role works with clients and internal teams across industries, with particular emphasis on applying financial services domain knowledge to service solutions. Protiviti uses a hybrid workplace model combining in-person work at local offices and client sites with remote work; the balance varies by client, project, team, and business needs. Local or out-of-state travel may be required.

The starting base salary range is $178,000–$302,000, depending on experience, skills, and geographic work location. The bonus target is 16%, and the estimated total cash range is $206,480–$350,320. The role is eligible for the company’s full-time U.S. employee rewards and benefits, subject to plan terms.

Requirements

• Bachelor’s degree in a relevant discipline, such as Information Systems, Computer Science, Engineering, or a related field.
• 9+ years of experience working in professional services or industry.
• 5+ years serving as a Technical Lead, Solution Architect, or comparable technical owner.
• Demonstrated experience owning end-to-end technical design for Salesforce service solutions.
• Strong hands-on knowledge of Salesforce configuration and development, including Flow, security and sharing, data modeling, Apex, Lightning Web Components, SOQL, REST or SOAP APIs, event-driven integration, and platform limits.
• Experience delivering or supporting Salesforce-integrated telephony, CTI, voice, contact center solutions, or Call Center as a Service.
• Experience establishing and cultivating business relationships and a professional network, including with senior executives.
• Experience pursuing business development opportunities and identifying and implementing strategies to obtain new work or clientele.
• Ability to translate and communicate issues, risks, or challenges to client personnel, including executives.
• Leadership and direct supervisory experience, including performance appraisals, mentoring and coaching, oversight and review of work, coordination across teams, and motivating team members.
• Proficiency in Microsoft Office applications, particularly Word, Excel, and PowerPoint; secondary emphasis on Visio and Access.
• Interest in project management and team leadership, client relationship development, networking, discovering prospective project work, and managing a diverse client portfolio across multiple industries.

Nice To Haves

• Professional certification such as Service Cloud Consultant, Platform Developer I or II, Application Architect, System Architect, Integration Architect, Data Architect, Sharing and Visibility Architect, or B2C Solution Architect.
• Experience with Salesforce Voice, Amazon Connect, Genesys, Five9, NICE, or comparable telephony and contact center platforms.

Responsibilities

• Lead end-to-end technical design for Salesforce service solutions, from discovery and architecture through build, test, deployment, stabilization, and ongoing improvement.
• Lead Salesforce Service Cloud solution design across case management, Omni-Channel and routing, queues, entitlements, milestones, knowledge, email-to-case, web-to-case, service console, messaging, automation, reports, dashboards, and supervisor capabilities.
• Design and oversee Salesforce-integrated telephony and contact center capabilities, including CTI and voice integrations, softphone experiences, call routing, IVR handoffs, screen pops, activity capture, call disposition, recording and transcript considerations, and agent productivity workflows.
• Partner with telephony vendors, infrastructure and security teams, and contact center stakeholders to resolve cross-platform dependencies and support reliable service experiences.
• Apply financial services domain knowledge to solution decisions, including customer and household context, secure data handling, auditability, consent and privacy, service workflows, complaints or escalations, and operational controls.
• Select appropriate Salesforce-native configuration, Flow, packaged capabilities, APIs, middleware, custom Apex, Lightning Web Components, or vendor solutions; document design decisions and tradeoffs.
• Provide technical leadership to administrators, developers, integration engineers, and support resources through solution reviews, technical task planning, estimation, mentoring, code reviews, and quality gates.
• Define and enforce standards for security, access, data architecture, integrations, automation, error handling, logging, monitoring, deployment, performance, and maintainability.
• Lead technical triage and root cause analysis for production incidents affecting service operations, telephony, integrations, automation, performance, or user access.
• Coordinate with product owners, business analysts, QA, and release teams to ensure requirements, user stories, acceptance criteria, test scenarios, nonfunctional requirements, deployment plans, and rollback plans are complete.
• Maintain technical artifacts such as solution designs, architecture diagrams, integration inventories, interface specifications, data mappings, security models, environment plans, deployment runbooks, support documentation, and technical decision logs.
• Support release planning, CI/CD, source control, environment strategy, sandbox refreshes, data migration, production validation, and transition to operations.
• Monitor Salesforce roadmap and release impacts, identifying opportunities to simplify solutions, retire technical debt, improve agent experience, and strengthen platform resilience.
• Strengthen client relationships, guide engagement completion, manage risk associated with clients’ use of technology, and develop strategies to solve complex business problems.
• Develop new projects, identify business development opportunities, pursue new work and clientele, and build lasting relationships with clients and the community.
• Mentor and develop team members, support training and knowledge-sharing, foster a positive team culture, and oversee successful completion of project work plans.
• Contribute to thought leadership and identify opportunities to integrate products and resources to improve client service capabilities.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending account (FSA) and health savings account (HSA) healthcare accounts
• Life and accident insurance
• Adoption assistance
• Fertility assistance
• Paid parental leave up to 10 weeks
• Short- and long-term disability insurance
• 401(k) plan with an employer match of 50% on the first 6% of employee contributions
• Choice Time Off for vacation, personal needs, and sick time; new hires receive up to 20 days per calendar year, with accrual varying by years of service
• Up to 11 paid holidays per calendar year
• Annual bonus plan with eligible employees offered additional cash and/or discretionary stock compensation opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Director