Application Manager, Salesforce Service Cloud

We are seeking an Application Manager to own and maintain the Salesforce platform being part of Care Enterprise Products team group. The role will contribute to the management of Service Cloud features and will guide the work of our Salesforce development team. .

Application Manager, Salesforce Service Cloud Responsibilities

• Responsible for the end-to-end solution design and architecture
• Demonstrated experience of crafting and owning the 23 year product roadmap and vision.
• Deliver innovative technical products on an aggressive timeline with a team of world-class engineers and admins.
• Collaborates with Business, Engineering, and peer Product Managers to capture business and solution architecture including business capabilities, value streams and business processes.
• Collaborates with peer product manager, and other stakeholders to create product strategy, identify investments and create roadmaps that support business goals and align to the minimum viable architecture (MVA).
• Effectively communicate technical requirements to engineers and non-technical requirements to the business.
• Understands the context of the supported product and product portfolio within the organization and its competitive landscape.
• Having working experience in the Customer Service products and industry's best practices and emerging technologies.

Minimum Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience.
• 5+ years of experience implementing Salesforce Applications
• 5+ years of experience integrating systems with third-party service vendors
• 5+ years of experience as an SFDC architect with advanced knowledge of Salesforce platform
• Self-starter with experience working independently
• Demonstrated experience working in a deadline-focused environment
• Demonstrated expertise working with stakeholders and users
• Proficiency using flow builder, process builder, Omni-channel, entitlement and other out of the box solutions
• Certifications: Advanced Administrator, Service Cloud Consultant, and Application Architect
• Demonstrated success in challenging the status quo and driving impact across stakeholders
• Understands the context of the supported product and product portfolio within the organization and its competitive landscape.

Preferred Qualifications

• Experience in implementing latest AI technology such as AgentForce, Einstein AI, Gen AI and machine learning.
• 10+ years of experience implementing or building solutions with enterprise software.
• Experience in handling business and leadership communication with internal and external stakeholders and users.
• Experience in managing large initiatives and rollouts.
• Demonstrated experience with lightning component development and Apex code.