- Strategic Architecture : Lead the end-to-end technical architecture and roadmap for Global Service Zone and CJM initiatives across multiple Business Units (SBS, ESI, NAS, Canada), transitioning from Pilot to General Availability.

- Service Cloud Expertise : Define and enforce scalable design patterns for Salesforce Service Cloud, optimizing Case Management, Omni-Channel, and Console setups for high-volume global operations.

- Integration Strategy : Architect robust integration solutions using MuleSoft and AWS to connect Salesforce with legacy backend systems, ensuring real-time data synchronization and error handling.

- DevOps & Release Management : Oversee the CI/CD strategy using Copado and AWS CodeCommit, establishing branching strategies and governance to manage parallel releases across multiple scrum teams.

- Global Overlay & MNC Support : Design complex Multi-Country/Multi-Currency solutions (Global Overlay) for MNC clients (ESI, CoSo), ensuring strict adherence to data residency and compliance standards.

- Performance & Scalability : Engineer solutions capable of handling Large Data Volumes (LDV) and complex sharing rules, preventing performance degradation as we onboard new BUs like Retirement and Insurance Services.

- Custom Development Oversight : Provide expert guidance on LWC (Lightning Web Components), Apex Enterprise Patterns, and Asynchronous processing (Batch/Queueable) to ensure code modularity and reusability.

- Technical Governance : Establish code review standards and conduct technical feasibility assessments for new features (e.g., Client Portal, Start Assist migration), minimizing technical debt.

Required Technical Skills :

- Salesforce Expertise

- Strong experience in Salesforce Service Cloud

Deep knowledge of :

- Case Management

- Omni-Channel routing

- Service Console configuration

- Experience with Salesforce architecture design patterns

- Integration & Middleware

- Hands-on experience with MuleSoft

- Strong knowledge of API-led connectivity

Required Experience :