Job Description

Responsibilities

Service Operations & Delivery

• Manage end-to-end Salesforce Service Cloud operations across customer care channels (call center, digital, field service)

• Ensure system availability, performance, and scalability for high-volume telco environments

• Oversee incident, problem, and change management aligned with ITIL practices

• Monitor and ensure SLA/KPI compliance (response time, resolution time)

Telco Process Enablement

• Design and optimize customer service processes, including:

  • Order management and order fallout handling

  • Billing inquiries and dispute management

  • Service activation, suspension, and termination

  • Complaint and escalation management

• Support omnichannel engagement (voice, chat, email, social, self-service)

• Implement case deflection strategies via automation and knowledge base

Platform Management & Integration

• Lead configuration and enhancement of Salesforce Service Cloud (Case Management, Omni-Channel, Knowledge, CTI)

• Manage integrations with telco systems (billing, OMS, CDP, network/provisioning)

• Ensure data consistency and real-time system integration

Customer Experience & Transformation

• Drive CX improvement initiatives and reduce call center workload

• Implement automation solutions (Flows, AI chatbots, self-service)

• Support digital transformation programs aligned with telco customer journeys

Team & Vendor Management

• Lead cross-functional teams (admins, developers, support engineers, BAs)

• Manage vendors/system integrators to ensure quality delivery, timelines, and cost efficiency

Governance & Reporting

• Ensure compliance with telecom regulations and data privacy standards

• Maintain system documentation and audit readiness

• Track and report key KPIs (FCR, AHT, backlog, CSAT/NPS)

• Provide insights for continuous service improvement

Requirements

Experience & Qualifications

• Bachelor's degree in IT, Telecommunications, Business, or related field

• 6–10+ years of Salesforce experience, with strong Service Cloud expertise

• Proven experience in the telecommunications domain (mandatory)

• Experience managing large-scale customer service platforms

• Salesforce certifications (Administrator, Service Cloud Consultant) preferred

Technical Skills

• Strong expertise in Salesforce Service Cloud (Case, Omni-Channel, Knowledge, CTI)

• Experience integrating Salesforce with telco systems (billing, OMS, provisioning)

• Knowledge of APIs, middleware (e.g., MuleSoft), and microservices architecture

• Familiarity with automation tools (Flow, Einstein Bots)

• Understanding of telco data models (customer, product, subscription, usage)

Domain Knowledge

• BSS/OSS architecture and telco ecosystem

• Subscriber lifecycle management

• Prepaid/Postpaid billing models

• Trouble ticketing and service assurance

• Telecom regulatory compliance