Associate Director - Contact Center Sr. Principal Salesforce
Core
End-to-end delivery, governance, and operational performance of PepsiCo's Contact Centers on the Salesforce platform for Consumer and Commercial markets.
Role type
Senior IC Salesforce Platform Architect / Delivery Lead
Builds
Scalable Salesforce Service Cloud capabilities, integrations, and platform evolution for global contact center operations.
Domain
Consumer Goods / Enterprise CRM / Cloud Computing
Required skills
Salesforce Service Cloud, Apex, Lightning Web Components (LWC), REST APIs, Agile delivery, Vendor management, Platform lifecycle management, Executive stakeholder engagement, Team leadership
Preferred skills
Salesforce Agentforce, Salesforce to AWS integration, Active Salesforce Certifications
Technologies
Salesforce, Apex, LWC, REST APIs, AWS
Responsibilities
Own end-to-end delivery of Salesforce Contact Center initiatives from discovery to BAU; Translate business priorities into scalable Salesforce capabilities; Provide leadership for platform evolution, integrations, and technical excellence; Lead delivery governance covering scope, risks, resources, and timelines; Partner with stakeholders to drive alignment in a matrixed environment; Lead strategic SI and vendor partners; Ensure operational stability and service excellence; Lead cross-functional Agile teams for planning and release management.
Seniority
Senior, hands-on IC with strategic leadership
