Manager, Salesforce Integration
Core
Lead the Customer Support Infrastructure team to design, build, and evolve systems powering global support operations, including Salesforce Service Cloud, telephony, messaging, workforce management, and AI integration.
Role type
Senior Manager, Salesforce Integration & Support Infrastructure
Builds
Scalable Customer Support technology stack (Service Cloud, QA, WFM, telephony, AI agents)
Domain
Financial Technology / Customer Support Operations
Required skills
Salesforce Service Cloud architecture, team leadership, SDLC management, stakeholder management, AI/automation strategy, system integration, release planning, KPI definition
Preferred skills
Experience with telephony platforms, workforce management tools, AI support agents, cross-functional collaboration
Technologies
Salesforce Service Cloud, AI agents (FIN), QA tools, WFM platforms, telephony systems
Responsibilities
Lead and mentor a multidisciplinary team of Developers, Administrators, Architects, and Business Analysts; Define and execute the Customer Support technology strategy; Own the Service Cloud roadmap; Partner with regional stakeholders to communicate priorities and risks; Guide Salesforce architecture and integrations; Establish KPIs for Support technology initiatives
Seniority
Senior, hands-on IC with management responsibilities
