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, technical leadership, and business development, while effectively managing client relationships and mentoring teams. Proficient in Salesforce configuration, integration, and automation to solve complex business challenges.
Highest-signal resume keywords
Salesforce Service Cloud Solution DesignTechnical Leadership and MentoringBusiness Development and Client Relationship ManagementSalesforce Configuration and DevelopmentFinancial Services Domain Knowledge
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Join Protiviti’s growing Salesforce Solutions team as a Technology Consulting Associate Director specializing in Salesforce Service
- Grow the Salesforce practice by mentoring team members, developing future leaders, contributing to thought leadership, and identifying and pursuing new client opportunities
- Strengthen client relationships and provide guidance through engagement completion
- Partner with strategic clients to manage technology-related risk
- Develop strategies and solutions for complex business problems using analytics, automation, and current tools and methods
- Develop new projects, identify new business, and build lasting client and community relationships
- Serve as a Protiviti ambassador in the market
- Mentor teams and support their growth and development
- Oversee successful completion of project work plans
- Design, implement, and optimize Salesforce Service Cloud and Salesforce-integrated telephony and 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 dependencies and deliver reliable service experiences
- Assess and select appropriate Salesforce configuration, development, integration, middleware, and vendor solutions
- Provide technical leadership through solution reviews, task planning, estimation, mentoring, code reviews, and quality gates
- Define and enforce standards for platform security, architecture, integrations, automation, monitoring, deployment, performance, and maintainability
- Lead technical triage and root cause analysis for production incidents
- Coordinate requirements, user stories, acceptance criteria, testing, deployment, and rollback planning
- Maintain technical architecture, integration, security, environment, deployment, support, and decision documentation
- Support release planning, CI/CD, source control, sandbox refreshes, data migration, production validation, and transition to operations
- Monitor Salesforce roadmap and release impacts, reduce technical debt, improve agent experience, and strengthen platform resilience
- Pursue business development opportunities, develop proposals and sales, and expand client work
- Contribute to thought leadership and knowledge-sharing across teams
- Manage a diverse portfolio of clients across multiple industries
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 and voice integration patterns, 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 customer and household context, secure data handling, auditability, consent and privacy considerations, service workflows, complaints or escalations, and operational controls
- Knowledge of Salesforce-native configuration, Flow, packaged capabilities, APIs, middleware, custom Apex, Lightning Web Components, and vendor solutions
- Technical leadership experience with administrators, developers, integration engineers, and support resources
- Experience defining and enforcing platform 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 maintaining 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
- Experience supporting release planning, CI/CD, source control, environment strategy, sandbox refreshes, data migration, production validation, and transition to operations
- Hands-on experience with Salesforce-integrated telephony, CTI, voice, contact center solutions, or Call Center as a Service
- 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 establishing and cultivating business relationships and a professional network, including with senior executives
- Experience pursuing business development opportunities and obtaining 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 teams
- Proficiency in Microsoft Office suite applications, 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 is required as a condition of employment
- Protiviti is not registered to hire or employ personnel in West Virginia or Alaska
Benefits
Comp & perks- Annual bonus plan providing eligible employees additional cash and/or discretionary stock compensation opportunities, with a 16% bonus target opportunity
- Medical, dental, and vision coverages
- FSA and HSA healthcare accounts
- Life and accident insurance
- Adoption and fertility assistance
- Paid parental leave up to 10 weeks
- Short-term 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 each calendar year
- Hybrid work model combining in-person and remote work
- Flexible environment
- Equal employment opportunities and reasonable accommodation support
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
LeadershipMentoringCommunicationProblem-SolvingCollaboration
Tools & Technologies
SalesforceMicrosoft Office SuiteCI/CD ToolsIntegration MiddlewareContact Center Solutions
Certifications & Qualifications
Service Cloud ConsultantPlatform Developer IPlatform Developer IIApplication ArchitectSystem Architect
Industry Keywords
Professional ServicesFinancial ServicesClient EngagementTechnical Risk ManagementOperational Controls