Salesforce Service Technical Lead
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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Salesforce Service Cloud solutions, including technical design, integration, and analytics. Proven ability to lead teams, manage client relationships, and drive business development in a professional services environment.
Highest-signal resume keywords
Salesforce Service Cloud Solution DesignTechnical Leadership and MentoringBusiness Development and NetworkingSalesforce Configuration and DevelopmentFinancial Services Domain Knowledge
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Join Protiviti’s growing Salesforce Solutions team specializing in Salesforce Service
- Mentor team members and develop future leaders
- Contribute to thought leadership and knowledge-sharing
- Identify and pursue new client opportunities and business development
- Strengthen client relationships and guide engagement completion
- Manage technology-related risk for strategic clients
- Develop strategies and solutions for complex business problems using analytics, automation, and modern tools
- Develop new projects and build lasting client and community relationships
- Serve as an ambassador of Protiviti in the market
- Oversee successful completion of project work plans
- Design, implement, and optimize Salesforce Service Cloud and integrated telephony/contact center capabilities
- Lead end-to-end technical design from discovery and architecture through build, testing, deployment, stabilization, and continuous improvement
- Partner with vendors and cross-functional teams to resolve platform dependencies
- Assess Salesforce-native configuration, Flow, packaged capabilities, APIs, middleware, Apex, Lightning Web Components, and vendor solutions
- Provide technical leadership through solution reviews, task planning, estimation, mentoring, code reviews, and quality gates
- Define and enforce platform standards and maintain technical artifacts
- Lead production incident triage and root cause analysis
- Coordinate requirements, user stories, acceptance criteria, testing, deployment, and rollback planning
- Support release planning, CI/CD, source control, environment strategy, sandbox refreshes, migration, production validation, and operational transition
- Monitor Salesforce roadmap and release impacts; reduce technical debt and improve agent experience and platform resilience
- Pursue business development opportunities and prepare new project proposals and sales
Requirements
What you’ll need- Bachelor’s degree in a relevant discipline such as Information Systems, Computer Science, Engineering, or related field
- 9+ years working in professional services or industry
- 5+ years serving as a Technical Lead and/or Solution Architect or comparable technical owner
- Experience owning end-to-end technical design for Salesforce Service solutions
- Experience leading 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
- Experience designing and overseeing Salesforce-integrated telephony and contact center capabilities, including CTI, voice integration, softphone experiences, call routing, IVR handoffs, screen pops, activity capture, call disposition, recording and transcript considerations, and agent productivity workflows
- Experience partnering with telephony vendors, infrastructure teams, security teams, and contact center stakeholders
- Financial services domain knowledge, including secure data handling, auditability, consent, privacy, service workflows, complaints or escalations, and operational controls
- 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 with 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 valuable
- Experience providing technical leadership to administrators, developers, integration engineers, and support resources
- Experience defining standards for security, access, data architecture, integrations, automation, error handling, logging, monitoring, deployment, performance, and maintainability
- Experience leading technical triage and root cause analysis for production incidents
- Experience coordinating with product owners, business analysts, QA, and release teams
- Experience with release planning, CI/CD, source control, environment strategy, sandbox refreshes, data migration, production validation, and transition to operations
- Business development and professional networking experience, including relationships with senior executives
- Ability to translate and communicate issues, risks, or challenges to client personnel, including executives
- Leadership and direct supervisory experience, including performance appraisals, mentoring, coaching, work oversight, and team coordination
- Proficiency in Microsoft Office, especially Word, Excel, and PowerPoint; secondary emphasis on Visio and Access
- 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 strongly preferred
- Successful completion of a background check
- Ability to work in a hybrid model, including local Protiviti offices and client sites, with possible local or out-of-state travel
- Protiviti is not registered to hire or employ personnel in West Virginia or Alaska
Benefits
Comp & perks- Annual bonus plan with 16% bonus target opportunity and/or discretionary stock compensation opportunities
- 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
- 401(k) savings and investment plan with employer match of 50% on the first 6% of contributions
- Choice Time Off (CTO) for vacation, personal needs, and sick time; new hires receive up to 20 days per calendar year
- Up to 11 paid holidays per calendar year
- Hybrid work model with remote and in-person work
- Flexible environment
- Professional development, mentoring, and coaching opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Salesforce ConfigurationApexLightning Web ComponentsFlowSOQLREST APIsSOAP APIsCTI IntegrationData MigrationAutomation
Soft Skills
LeadershipCommunicationMentoringProblem-SolvingClient Relationship Management
Tools & Technologies
SalesforceAmazon ConnectGenesysFive9NICEMicrosoft OfficeVisioAccess
Certifications & Qualifications
Service Cloud ConsultantPlatform Developer IPlatform Developer IIApplication ArchitectSystem ArchitectIntegration ArchitectData ArchitectSharing and Visibility ArchitectB2C Solution Architect
Industry Keywords
Professional ServicesFinancial ServicesClient EngagementRisk ManagementOperational Controls