Salesforce Domain Owner
Core
Strategic architect for the global Salesforce Service Cloud ecosystem, driving AI-driven transformation and omnichannel solutions to shape customer interactions.
Role type
Senior IC Salesforce Domain Owner / CRM Product Manager
Builds
Salesforce Service Cloud capabilities, AI/automation tools, and omnichannel support workflows for global customer support operations.
Domain
Construction technology / Customer Support / CRM
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Salesforce Service Cloud mastery, enterprise domain strategy, contact center operations, stakeholder alignment, roadmap ownership, backlog management, governance frameworks, build vs buy evaluation, AI/automation adoption
Preferred skills
Salesforce Service Cloud Consultant or Architect certification, Einstein Bots or Agent Assist implementation, omnichannel contact center technologies, ITIL framework experience
Technologies
Salesforce Service Cloud, Einstein Bots, Agent Assist, omnichannel routing platforms, CTI, messaging platforms
Responsibilities
Own and drive the end-to-end roadmap for the Salesforce Support Center domain; Engage with stakeholders to gather requirements and prioritize capabilities; Coordinate activities across Salesforce delivery, integrations, data, and support operations teams; Own the creation and lifecycle of Epics aligned to the domain roadmap; Oversee key capabilities including Case Management, Omnichannel Routing, Knowledge Management, and Entitlements; Drive adoption of automation and AI capabilities within the support domain
Seniority
Senior, hands-on IC
