Salesforce Service Technical Lead
About The Position
Protiviti is hiring a Technology Consulting Associate Director for its Salesforce Solutions team, specializing in Salesforce Service. This role leads technical design and delivery of Salesforce Service Cloud solutions and Salesforce-integrated telephony and contact center capabilities. The Associate Director strengthens client relationships, guides engagement delivery, develops projects and new business, contributes to thought leadership, and mentors and develops team members. The role also oversees project work plans and helps clients address complex business problems and technology risks through analytics, automation, and other tools and methods. The position combines hands-on technical leadership with client service, team supervision, and business development. The role works with clients and internal teams to design, implement, optimize, support, and improve service solutions, while maintaining technical standards, documentation, release practices, and reliable transitions to operations. Protiviti uses a hybrid workplace model, with in-person work in local offices and client sites and remote work; the mix varies by client, project, team, and other business factors. Local or out-of-state travel may be required based on projects and client needs.
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 and delivery of 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.
- Hands-on experience delivering or supporting Salesforce-integrated telephony, CTI, voice, contact center solutions, or Call Center as a Service.
- Experience establishing 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 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, coordination across teams, and motivating team members.
- Proficiency with Microsoft Office applications, particularly Word, Excel, and PowerPoint; secondary emphasis on Visio and Access.
Nice To Haves
- Professional certifications 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 are strongly preferred.
- Experience with Salesforce Voice, Amazon Connect, Genesys, Five9, NICE, or comparable telephony and contact center platforms.
Responsibilities
- Own 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 service capabilities, including case management, Omni-Channel and routing, queues, entitlements, milestones, knowledge, messaging, automation, analytics, and supervisor tools.
- Design and oversee Salesforce-integrated telephony and contact center capabilities, and coordinate with vendors, infrastructure, security, and contact center stakeholders.
- Apply financial services domain knowledge to solution decisions involving customer context, secure data handling, auditability, privacy, service workflows, complaints, and operational controls.
- Select and document appropriate solution approaches using Salesforce configuration, Flow, packaged capabilities, APIs, middleware, Apex, Lightning Web Components, or vendor solutions.
- Provide technical leadership to administrators, developers, integration engineers, and support resources through planning, estimation, reviews, mentoring, code reviews, and quality controls.
- Define and enforce platform standards for security, data architecture, integrations, automation, operations, 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, tests, and deployment and rollback plans are complete.
- Maintain technical artifacts such as solution designs, architecture diagrams, integration inventories, interface specifications, data mappings, security models, environment plans, runbooks, and support documentation.
- 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; identify opportunities to simplify solutions, reduce technical debt, improve agent experience, and strengthen platform resilience.
- Strengthen client relationships, provide guidance through engagement delivery, and build lasting relationships with clients and the community.
- Identify and pursue new client opportunities, develop projects and proposals, and implement strategies to obtain new work and clientele.
- Mentor and develop team members, support training and knowledge-sharing, supervise teams, review work, and conduct performance appraisals.
- Contribute to thought leadership and promote a positive team culture and collaboration.
- Manage a diverse portfolio of clients across multiple industries and communicate issues, risks, and challenges to client personnel, including executives.
Benefits
- 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
- 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
- Up to 11 paid holidays each calendar year
- Annual bonus plan with eligible employees offered additional cash and/or discretionary stock compensation opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Director
