Salesforce Service Technical Lead

JOB REQUISITION

Salesforce Service Technical Lead

LOCATION

NEW YORK CITY

ADDITIONAL LOCATION(S)

SAN FRANCISCO

JOB DESCRIPTION

You Belong Here

The Protiviti Career provides opportunity to learn, inspire, and advance within a collaborative and inclusive culture. We hire curious individuals for whom learning is a passion. We lean into our mission: We Care. We Collaborate. We Deliver.

At every level, we champion leaders who live our values of integrity, inclusion, innovation, and commitment to success . Imagining our work as a journey, we believe integrity guides our way, inclusion moves us forward together, innovation creates new destinations, and our commitment to success empowers us to deliver on our vision to be the most trusted global consulting firm.

Where We Need You

Protiviti is looking for a Technology Consulting Associate Director to join our growing Salesforce Solutions team with a specialization in Salesforce Service.

This individual will play a critical role in growing our Salesforce practice by mentoring team members, developing future leaders, contributing to thought leadership, and helping identify and pursue new client opportunities.

What You Can Expect

As an Associate Director, you'll take a lead role in strengthening our relationships with clients and providing seamless guidance in the completion of engagements. You'll partner with our strategic clients to manage risk associated with their use of technology. You'll develop strategies to solve complex business problems using new ways of thinking, and devise solutions to support your clients' needs through analytics, automation or the latest tools and methods.

You’ll develop new projects, help identify new business, and build lasting relationships with clients and within the community as you serve as an ambassador of Protiviti in the market. You will also be a mentor and provide growth and development to teams as you oversee the successful completion of project work plans.

What Will Help You Be Successful

You enjoy helping clients design, implement, and optimize Salesforce Service Cloud and Salesforce-integrated telephony and contact center capabilities.

You are passionate about building trusted relationships with C-level executives and providing exceptional experiences that translate to additional project work.

You have an inherent interest in project management and team leadership.

You promote a positive team culture that fosters open communication among all engagement team members.

You create development opportunities for others, including participating in the creation and rollout of training, and ways for your team to improve our clients and communities.

You enjoy discovering prospective project work with current and potential clients through networking, knowledge-building, and client interactions.

You excel at identifying opportunities to integrate product solutions and resources to improve client service capabilities.

You view client challenges as opportunities to add value and can translate that into new project proposals and sales.

You are seen as a valued contributor to thought leadership and encourage knowledge-sharing and collaboration across teams.

You have interest in managing a diverse portfolio of clients across multiple industries.

Do Your Talents Include the Following?

Demonstrated experience with:

Owning end-to-end technical design for Salesforce service solutions, from discovery and architecture through build, test, deployment, stabilization, and ongoing improvement.

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.

Designing 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.

Partnering with telephony vendors, infrastructure teams, security teams, and contact center stakeholders to resolve cross-platform dependencies and support reliable end-to-end service experiences.

Applying financial services domain knowledge to solution decisions, including customer and household context, secure data handling, auditability, consent and privacy considerations, service workflows, complaints or escalations, and operational controls.

Assessing when to use Salesforce-native configuration, Flow, packaged capabilities, APIs, middleware, custom Apex, Lightning Web Components, or vendor solutions, documenting key design decisions and tradeoffs.

Providing technical leadership to administrators, developers, integration engineers, and support resources through solution reviews, technical task planning, estimation, mentoring, code reviews, and quality gates.

Defining and enforcing platform standards for security, access, data architecture, integrations, automation, error handling, logging, monitoring, deployment, performance, and maintainability.

Leading technical triage and root cause analysis for production incidents affecting service operations, telephony, integrations, automation, performance, or user access.

Coordinating with product owners, business analysts, QA, and release teams to ensure requirements, user stories, acceptance criteria, test scenarios, nonfunctional requirements, deployment plans, and rollback plans are complete.

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.

Supporting release planning, CI/CD, source control, environment strategy, sandbox refreshes, data migration, production validation, and transition to operations.

Monitoring Salesforce roadmap and release impacts, proactively identifying opportunities to simplify the solution, retire technical debt, improve agent experience, and strengthen platform resilience.

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

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.

Establishing and cultivating business relationships and a professional network, including with senior executives.

Successfully pursuing business development opportunities and identifying and implementing strategies to obtain new work or clientele.

Ability to translate and communicate issues, risks or challenges to client personnel, including executives.

Leadership and direct supervisory experience of teams including conducting performance appraisals, mentoring and coaching, oversight and review of work, coordination across teams, and understanding how to motivate.

Your Educational and Professional Qualifications

Bachelor’s degree in a relevant discipline (e.g., 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.

Proficiency in Microsoft Office suite applications with specific emphasis on 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, Shar