Salesforce Lead

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Salesforce Lead - Conversational Agentic ITSM Platform

Experience: 7-10 Years
Location: Kochi / Bangalore / Hyderabad (Hybrid)
Job Type: Full-Time
Reports To: Service Delivery Manager / Salesforce Architect

About the Role

We are seeking an experienced and highly capable Salesforce Lead to drive the technical delivery of our next-generation Conversational Agentic ITSM Platform powered by Salesforce, Agentforce, AI, Data Cloud, and MuleSoft.

This is a hands-on technical leadership role for professionals who can lead development teams, guide solution design, mentor developers and senior developers, and closely partner with architects to deliver scalable enterprise solutions. The ideal candidate combines deep Salesforce platform expertise with strong people leadership, delivery ownership, and architectural thinking.

As a Salesforce Lead, you will be responsible for translating business and platform strategy into high-quality technical solutions while ensuring adherence to architecture, governance, security, and engineering best practices. You will lead cross-functional teams building intelligent service management experiences across Service Cloud, Experience Cloud, Sales Cloud, Agentforce, Enterprise Service Management (ESM), ITSM, CMDB, IT Asset Management, and enterprise integrations.

This role offers an opportunity to play a key leadership position in shaping the future of AI-powered service management and conversational enterprise platforms.

Key Responsibilities

Technical Leadership & Delivery

• Lead a team of Salesforce Developers and Senior Salesforce Developers across multiple workstreams.
• Provide technical leadership throughout the full software development lifecycle, from solution design to production deployment.
• Partner closely with Salesforce Architects to translate architectural vision into scalable and maintainable technical solutions.
• Own technical delivery, ensuring solutions meet business, security, scalability, and performance requirements.
• Drive estimation, sprint planning, technical task allocation, and delivery execution.
• Conduct design reviews, code reviews, and architecture compliance reviews.
• Establish and enforce Salesforce development standards, coding conventions, CI/CD processes, and governance frameworks.

Solution Design & Development

• Lead the design and development of Salesforce solutions supporting the organization's Conversational Agentic ITSM Platform.
• Design scalable solutions leveraging Salesforce Service Cloud, Experience Cloud, Sales Cloud, Platform, and Agentforce capabilities.
• Build intelligent service experiences utilizing Agentforce, AI-driven workflows, conversational experiences, and autonomous service capabilities.
• Design and develop complex solutions using Apex, Lightning Web Components (LWC), Flows, Platform Events, Integration Patterns, and Salesforce APIs.
• Guide implementation of enterprise service management processes including:
  • Incident Management
  • Service Request Management
  • Change Management
  • Problem Management
  • Knowledge Management
  • Employee Support Services
  • CMDB Management
  • IT Asset Management
  • Service Catalog Management

Integration & Enterprise Architecture

• Lead enterprise integration initiatives using MuleSoft and API-led connectivity patterns.
• Design reusable integration frameworks connecting Salesforce with ITSM, ERP, HR, Monitoring, Collaboration, Identity, and Business Systems.
• Collaborate with enterprise architects and integration teams to ensure platform interoperability and data consistency.
• Drive API governance, performance optimization, security controls, and integration best practices.

Team Leadership & Mentoring

• Mentor Salesforce Developers and Senior Developers through coaching, design guidance, and hands-on technical support.
• Support career development and capability building within the Salesforce team.
• Identify skill gaps and define technical learning and certification roadmaps.
• Foster a culture of engineering excellence, collaboration, innovation, and continuous improvement.
• Act as the primary technical escalation point for complex solution and production challenges.

AI & Platform Innovation

• Champion adoption of Agentforce, Generative AI, Data Cloud, and emerging Salesforce innovations.
• Guide implementation of conversational AI, agentic workflows, intelligent automation, and self-service experiences.
• Evaluate new platform capabilities and recommend innovative solutions that improve service delivery and operational efficiency.
• Contribute to strategic platform roadmaps and technology decision-making.

Required Qualifications

Must Have

• 7 to 10 years of Salesforce platform experience with at least 2-3 years in a technical lead role.
• Strong hands-on expertise across:
  • Service Cloud
  • Sales Cloud
  • Experience Cloud
  • Salesforce Platform
• Deep technical expertise in:
  • Apex
  • Lightning Web Components (LWC)
  • Salesforce Flows
  • SOQL/SOSL
  • Platform Events
  • Integration Patterns
  • REST/SOAP APIs
  • Salesforce Security Model
• Strong experience with large-scale Salesforce implementations and enterprise delivery programs.
• Experience leading and mentoring development teams.
• Experience working alongside solution architects and enterprise architects.
• Proven ability to drive technical decision-making and delivery governance.
• Strong understanding of:
  • Data Architecture
  • Security & Sharing Models
  • DevOps & CI/CD
  • Release Management
  • Application Lifecycle Management
• Experience in Agile, Scrum, and DevOps-driven environments.
• Strong stakeholder communication and leadership skills.

Preferred Qualifications

• Experience implementing Enterprise Service Management (ESM) and IT Service Management (ITSM) solutions.
• Experience with:
  • CMDB
  • IT Asset Management (ITAM)
  • Service Catalog
  • Enterprise Operations Management
• Hands-on experience with MuleSoft and API Management.
• Experience working in global delivery models.
• Salesforce Platform Developer I & II Certifications.
• Salesforce Application Architect or System Architect Certification.
• Scrum Master, SAFe, or Agile certifications.

Added Advantage

• Hands-on experience with Salesforce Agentforce.
• Experience building Conversational AI and autonomous service experiences.
• Exposure to Generative AI, Prompt Engineering, Agentic AI, and Retrieval-Augmented Generation (RAG) concepts.
• Experience with Salesforce Data Cloud.
• Experience delivering Digital Transformation and Enterprise Automation initiatives.
• Knowledge of Service Operations, ITIL, or Enterprise Service Management frameworks.

What We Are Looking For

We are seeking professionals who:

• Think like technical leaders while remaining hands-on contributors.
• Can successfully lead teams while maintaining a strong engineering mindset.
• Are comfortable partnering with architects and influencing platform strategy.
• Enjoy solving complex enterprise-scale technology challenges.
• Can balance delivery excellence, innovation, governance, and stakeholder expectations.
• Are passionate about Agentforce, AI, Conversational Platforms, and Intelligent Automation.
• Demonstrate ownership, accountability, and strong decision-making capabilities.
• Thrive in fast-paced, high-growth environments.

Why Join Us?

• Lead the technical delivery of a strategic Salesforce-powered Conversational Agentic ITSM Platform.
• Work with cutting-edge technologies including Agentforce, AI, Data Cloud, MuleSoft, and Enterprise Automation.
• Influence platform architecture and engineering direction.
• Lead and mentor a high-performing Salesforce engineering team.
• Collaborate with architects, integration specialists, AI engineers, and business leaders.
• Accelerate your career toward Solution Architect and Engineering Leadership pathways.
• Be part of a rapidly growing organization where innovation and impact are valued.

Join Us ?

If you are a seasoned Salesforce professional with a passion for technical leadership, team mentoring, enterprise-scale solution delivery, and AI-driven innovation, we invite you to join us in building the future of Conversational Agentic ITSM on Salesforce. This role offers the opportunity to combine technical excellence, people leadership, and architectural influence while shaping a transformative platform that redefines enterprise service management.

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.