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.

Must Have Qualifications :

- Minimum 8 years of total Salesforce experience.

- At least 2 years of experience working in a Shared Support / AMS / Multi-Customer Support environment.

- Strong functional understanding across Sales Cloud, Service Cloud, Experience Cloud.

- Strong technical background : Apex, LWC, Flows, Integrations, Admin configuration, Security Model.

- Demonstrated analytical and problem-solving excellence.

- Strong communicator comfortable interacting with customer stakeholders.

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.