Job Description

Experience Required: 10+ years in Salesforce ecosystem
Shared Support Experience: 2+ years (hands-on or leadership)
Location: Offshore / Global Delivery Model (Hyderabad / Remote / Hybrid)
Role Type: Individual Contributor → Team Builder / Lead Path

Role:

We are looking for a highly experienced Salesforce Solution Architect / Lead to spearhead a Shared Support Engagement model for our Salesforce practice. The ideal candidate has deep Salesforce expertise, strong functional leadership, solid technical understanding, and a track record of delivering excellent customer experience in multi-customer or pooled support environments.

This role begins as an independent contributor, eventually evolving into a team-building and capability leadership position—responsible for establishing a strong offshore support team skilled in Salesforce administration, analysis, and solutioning.

1. Shared Support Leadership

• Lead day-to-day operations of Salesforce shared support engagements spanning multiple customers.
• Own intake, triage, scoping, backlog management, and prioritization.
• Ensure high-quality, timely resolution of issues, enhancements, and small-scale solutions.
• Drive a consulting-led experience for all customers participating in shared support.

2. Salesforce Solution Design & Delivery

• Assess incoming issues/enhancement requests and determine the best-fit approach—with a functional-first mindset using declarative tools.
• Apply Salesforce recommended practices to design scalable, maintainable solutions across Sales, Service, and Experience Clouds.
• Provide technical oversight and guidance for cases requiring programmatic intervention (Apex, triggers, flows, LWC).
• Serve as the final escalation point for complex cases.

3. Functional Expertise (60%)

• Deep expertise in Salesforce's declarative capabilities (Flows, Process Automation, Configuration).
• Strong command over Sales Cloud, Service Cloud, Experience Cloud.
• Ability to translate business requirements into functional designs quickly and clearly.

4. Technical Acumen (40%)

• Solid understanding of Apex, integration patterns, and platform limitations.
• Ability to troubleshoot technical breakdowns, guide developers, and ensure architectural hygiene.

5. Secondary Skills (Preferred)

• Working knowledge of Salesforce CPQ and Field Service.
• Experience designing or supporting quote-to-cash or field operations workflows.

6. Customer & Stakeholder Management

• Act as a consulting partner to customers, helping shape their backlog and platform evolution.
• Present solution options, tradeoffs, and recommendations in a clear and structured manner.
• Maintain strong customer relationships and satisfaction across all shared support clients.

7. Team Building & Offshore Delivery Leadership

• Work towards building a high-performing offshore Salesforce support team.
• Help building team of experts to improve autonomy, analysis capabilities, and consulting skills.
• Establish support processes, documentation standards, SLAs, and knowledge management practices.