Salesforce Service Technical Lead

Protiviti•Chicago, IL

2d•$166,000 - $282,000•Hybrid

About The Position

Protiviti is seeking a Technology Consulting Associate Director to join its growing Salesforce Solutions team, specializing in Salesforce Service. The role leads client engagements and technical delivery for Salesforce Service Cloud and integrated telephony/contact center solutions, while helping grow the Salesforce practice through client development, mentoring, thought leadership, and pursuit of new opportunities. The Associate Director partners with strategic clients to manage technology risk, solve complex business problems, and deliver solutions using analytics, automation, and relevant tools and methods. The role strengthens client relationships, oversees engagement work plans, develops new projects and business, and serves as a Protiviti ambassador. It also mentors teams, supports their development, and promotes a collaborative, positive team culture. The position owns end-to-end technical design and delivery, including architecture, build, testing, deployment, stabilization, and ongoing improvement. It provides technical leadership across Salesforce Service Cloud, integrated telephony, platform standards, production support, release processes, and solution documentation. The role also coordinates with business, technology, security, vendor, QA, and release stakeholders to deliver reliable service experiences. The position follows Protiviti’s hybrid workplace model, combining in-person work with remote work. Requirements vary based on client, project, team, and other business factors. Work may take place at local Protiviti offices and client sites, with local or out-of-state travel depending on project needs and client requests.

Requirements

Bachelor’s degree in a relevant discipline such as Information Systems, Computer Science, Engineering, or a related field.
9 or more years of experience working in professional services or industry.
5 or more years serving as a Technical Lead, Solution Architect, or comparable technical owner.
Demonstrated experience owning end-to-end technical design and delivery 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 and Salesforce-integrated telephony or contact center capabilities.
Ability to translate and communicate issues, risks, and challenges to client personnel, including executives.
Experience establishing and cultivating business relationships and a professional network, including with senior executives.
Experience successfully pursuing business development opportunities and identifying and implementing strategies to obtain new work or clientele.
Leadership and direct supervisory experience, including conducting performance appraisals, mentoring and coaching, overseeing and reviewing work, coordinating across teams, and motivating teams.
Proficiency with 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 Call 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

Own end-to-end technical design for Salesforce service solutions, from discovery and architecture through build, testing, 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 integration patterns, 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 teams, security teams, and contact center stakeholders to resolve cross-platform dependencies and support reliable end-to-end 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.
Assess when to use 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, 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 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 the Salesforce roadmap and release impacts, identifying opportunities to simplify solutions, retire technical debt, improve agent experience, and strengthen platform resilience.
Mentor team members, develop future leaders, and contribute to team training and professional development.
Build trusted relationships with C-level executives and clients, provide guidance throughout engagements, and pursue opportunities for additional project work.
Develop new projects, identify business development opportunities, and build client and community relationships through networking, knowledge-building, and client interactions.
Contribute to thought leadership and encourage knowledge-sharing and collaboration across teams.
Manage a diverse portfolio of clients across multiple industries and oversee successful completion of project work plans.
Communicate issues, risks, and challenges to client personnel, including executives.
Lead and supervise teams, including performance appraisals, coaching, review of work, coordination across teams, and motivating team members.

Benefits

Annual bonus plan offering eligible employees additional cash and/or discretionary stock compensation opportunities; the stated bonus 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 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 the amount varying based on years of service.
Up to 11 paid holidays each calendar year.