Salesforce Service Technical Lead

Protiviti•Chicago, IL

4d•$166,000 - $282,000•Hybrid

About The Position

Protiviti is seeking an Associate Director to join its growing Salesforce Solutions team, specializing in Salesforce Service. The role supports the growth of the Salesforce practice through client engagement leadership, team mentoring and development, thought leadership, and identifying and pursuing new business opportunities. The Associate Director leads client relationships and engagements, helping clients manage technology risk and solve complex business problems with analytics, automation, and other tools and methods. The role oversees project work plans, develops new projects, builds relationships with clients and the community, and serves as a Protiviti ambassador in the market. This position provides technical leadership for Salesforce Service Cloud solutions and related telephony and contact center capabilities, including end-to-end architecture and delivery, platform standards, integrations, production support, release management, and continuous improvement. It also involves supervising and mentoring delivery teams, coordinating with client and technical stakeholders, and communicating risks and solutions to executives. The position follows Protiviti’s hybrid work model, combining in-person work at local offices and client sites with remote work. The amount of in-person work varies by client, project, team, and other business factors. Local or out-of-state travel may be required based on project and client needs.

Requirements

Bachelor’s degree in a relevant discipline, such as Information Systems, Computer Science, Engineering, or a related field.
At least 9 years of experience working in professional services or industry.
At least 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 leading Service Cloud solution design across service and contact center capabilities.
Experience providing technical leadership, mentoring and coaching teams, reviewing work, coordinating across teams, and motivating team members.
Experience establishing platform standards and leading production incident triage and root-cause analysis.
Experience coordinating requirements, testing, releases, deployment plans, and technical documentation.
Ability to establish professional relationships and a network, including with senior executives.
Experience pursuing business development opportunities and identifying and implementing strategies to obtain new work or clients.
Ability to communicate issues, risks, and challenges to client personnel, including executives.
Leadership and direct supervisory experience, including performance appraisals, mentoring and coaching, oversight and review of work, and coordination across teams.
Proficiency in Microsoft Office applications, especially Word, Excel, and PowerPoint; secondary emphasis on Visio and Access.

Nice To Haves

Hands-on experience delivering or supporting Salesforce-integrated telephony, CTI, voice, contact center solutions, or Contact Center as a Service.
Experience with Salesforce Voice, Amazon Connect, Genesys, Five9, NICE, or comparable platforms.
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.

Responsibilities

Lead end-to-end technical design for Salesforce service solutions, from discovery and architecture through build, testing, deployment, stabilization, and ongoing improvement.
Lead 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, reporting, 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.
Choose and document appropriate solution approaches using Salesforce configuration, Flow, packaged capabilities, APIs, middleware, custom Apex, Lightning Web Components, or vendor solutions, including design tradeoffs.
Provide technical leadership to administrators, developers, integration engineers, and support resources through solution reviews, task planning, estimation, mentoring, code reviews, and quality gates.
Define and enforce platform 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 complete requirements, user stories, acceptance criteria, test scenarios, nonfunctional requirements, deployment plans, and rollback plans.
Maintain technical artifacts, including 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.
Build trusted relationships with C-level executives and other client stakeholders and provide exceptional client experiences that support additional project work.
Identify and pursue new business and project opportunities through networking, knowledge-building, client interactions, proposals, and sales.
Develop and manage client relationships and a diverse portfolio of clients across multiple industries.
Mentor and develop team members, create development opportunities, participate in training creation and rollout, and foster open communication and collaboration.
Oversee project work plans and successful engagement delivery; conduct performance appraisals, coach and motivate teams, review work, and coordinate across teams.
Contribute to thought leadership and encourage knowledge-sharing across teams.
Communicate client issues, risks, and challenges, including to client executives.

Benefits

Annual bonus plan with eligible employees receiving additional cash and/or discretionary stock compensation opportunities; the stated target opportunity is 16%.
Medical, dental, and vision coverage.
FSA and HSA healthcare accounts.
Life and accident insurance.
Adoption and fertility assistance.
Paid parental leave up to 10 weeks.
Short- and long-term disability coverage.
Company 401(k) savings and investment plan with a 50% employer match 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 amounts varying by years of service.
Up to 11 paid holidays each calendar year.