Salesforce Service Technical Lead

JOB REQUISITION

LOCATION

ADDITIONAL LOCATION(S)

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 youll take a lead role in strengthening our relationships with clients and providing seamless guidance in the completion of engagements. Youll partner with our strategic clients to manage risk associated with their use of technology. Youll 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.

Youll 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

• Bachelors 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 Sharing and Visibility Architect or B2C Solution Architect strongly preferred.

Our Hybrid Workplace

Protiviti practices a hybrid model which is a combination of working in person with a purpose and working remotely. This model creates meaningful experiences for our people and our clients while offering a flexible environment. The ratio of remote to in-person requirements vary by client project team and other business factors. Our people work both in-person in local Protiviti offices and on client sites which can include local or out-of-state travel based on our projects and client requests and commitments.

Protiviti is not registered to hire or employ personnel in the following states West Virginia Alaska.

Starting salary is based on a full-time equivalent schedule. Placement in the range is dependent upon experience skills and geographic work location. Below is the salary range for this job.

Our annual bonus plan provides eligible employees additional cash and/or discretionary stock compensation opportunities. Below is the bonus target opportunity for this job.

The total cash range is estimated from the sum of the base salary range plus the bonus target opportunity. Below is the estimated total cash range for this job.

Employees are eligible for 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 and short/long term disability. We offer eligible employees a company 401(k) savings and investment plan with an employer match of 50% on the first 6% of your contributions. We provide Choice Time Off (CTO) for vacation personal needs and sick time. The amount of (CTO) varies based on years of service. New hires receive up to 20 days of CTO per calendar year. Protiviti also recognizes up to 11 paid holidays each calendar year.

Learn more about the variety of rewards we offer at Protiviti at benefits outlined are part of our reward offerings for full-time employees in the U.S. Your Open Enrollment materials insurance contracts plan documents and Summary Plan Descriptions together comprise the official plan document which legally governs the administration of your benefit plans. Protiviti reserves the right to terminate or amend your benefit plans in any way and at any time.

Protiviti is an Equal Opportunity Employer. M/F/Disability/Veteran

As part of Protivitis employment process any offer of employment is contingent upon successful completion of a background check.

Protiviti is committed to being an equal employment employer offering opportunities to all job seekers including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position please contact us by sending an email to or call 1.855.744.6947 for assistance.

In your email please include the following:

• The specific accommodation requested to complete the employment application.

• The location(s) (city state) to which you would like to apply.

For positions located in San Francisco CA: Protiviti will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

For positions located in Los Angeles County CA: Protiviti will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Protiviti is not registered to hire or employ personnel in the following states West Virginia Alaska.

Protiviti is not licensed or registered as a public accounting firm and does not issue opinions on financial statements or offer attestation services.

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