Role:Salesforce Sales Cloud AMS Technical Lead

Location: Remote – US
Duration: 12 Months

Role Overview:

We are seeking a highly experienced Salesforce Sales Cloud Technical Lead to provide hands-on technical leadership for a global Application Management Services (AMS) environment. The role will focus primarily on Salesforce technical delivery, production support, client engagement, troubleshooting, and continuous improvement.

The ideal candidate will be a strong Salesforce expert capable of resolving complex production issues, advising business stakeholders, reviewing technical solutions, mentoring global teams, and identifying opportunities to improve support operations through automation and AI technologies.

Key Responsibilities:

Salesforce Technical Leadership:

• Act as the senior technical escalation point for Salesforce Sales Cloud production issues.
• Lead troubleshooting, defect resolution, root cause analysis, and permanent corrective actions.
• Review solution designs and provide technical direction to developers, administrators, and support teams.
• Ensure solutions follow Salesforce best practices, security standards, performance, and scalability guidelines.
• Drive technical quality across AMS support, enhancements, maintenance, and releases.

Production Support & Incident Management:

• Manage and drive resolution of Incidents, Defects, Service Requests, and RITMs from identification through closure.
• Investigate complex production issues, determine root causes, and implement immediate as well as long-term solutions.
• Prioritize support activities based on business impact and urgency.
• Coordinate technical resources across global teams to meet SLA expectations.
• Identify recurring issues and implement proactive monitoring and continuous improvement measures.
• Work with ServiceNow, Jira, and related ITSM processes for ticket and defect management.

Client & Business Engagement:

• Serve as a trusted technical advisor to customers, business users, and IT stakeholders.
• Lead technical discussions, status meetings, issue-resolution calls, and solution workshops.
• Translate complex Salesforce problems into clear business-friendly explanations.
• Recommend Salesforce capabilities, automation, and process improvements that enhance business outcomes.
• Build strong relationships with client stakeholders through proactive communication and effective problem solving.

Global Team Leadership:

• Coordinate Salesforce support and development resources across the US, Europe, and India.
• Work effectively within global and follow-the-sun support models.
• Mentor Salesforce developers, administrators, and support analysts.
• Promote technical knowledge sharing, best practices, and team capability development.
• Assist with workload coordination and resource planning across delivery teams.

AI, Automation & Innovation:

• Identify opportunities to improve Salesforce AMS operations through AI, automation, and intelligent support capabilities.
• Evaluate and support solutions using Salesforce Agentforce, Einstein AI, Data Cloud, Copilot, and Generative AI.
• Explore AI-enabled capabilities such as:
  • Intelligent ticket classification and routing
  • Automated case categorization
  • AI-assisted troubleshooting
  • Knowledge article creation
  • Predictive support analytics
  • Automated Salesforce health monitoring
  • Self-service and intelligent support
• Drive initiatives that reduce manual support effort, improve resolution times, and enhance the customer experience.

Required Qualifications:

Experience:

• 8+ years of Salesforce experience, with strong expertise in Sales Cloud.
• 3+ years of Salesforce AMS, application support, or production support leadership.
• Proven experience handling Incidents, Defects, Service Requests, and RITMs in enterprise environments.
• Experience supporting complex, global Salesforce environments.
• Strong experience working directly with clients and leading technical discussions.
• Experience coordinating onsite, nearshore, and offshore teams.

Technical Expertise:

Strong hands-on knowledge of:

• Salesforce Sales Cloud
• Lightning Experience
• Apex
• Lightning Web Components (LWC)
• Salesforce Flows and automation
• REST/SOAP API integrations
• Integration architecture
• Salesforce data management and security
• Reports and Dashboards
• DevOps and Salesforce release management
• ServiceNow and Jira-based support processes

Communication & Leadership:

• Excellent written and verbal communication skills.
• Ability to work effectively with technical and non-technical stakeholders.
• Comfortable leading client meetings, technical reviews, and production issue discussions.
• Strong consulting, analytical, troubleshooting, and decision-making abilities.
• Ability to influence stakeholders through technical expertise and practical recommendations.

Preferred Qualifications:

Certifications

• Salesforce Administrator
• Salesforce Sales Cloud Consultant
• Salesforce Platform Developer I
• Salesforce Platform Developer II
• Salesforce Application Architect

AI & Emerging Technologies

Experience with one or more of the following is highly desirable:

• Salesforce Agentforce
• Salesforce Einstein AI
• Salesforce Data Cloud
• Generative AI
• AI-powered AMS/support operations
• Intelligent knowledge management
• Agentic support models
• Automated ticket resolution and AI-assisted service management