Salesforce Service Technical Lead (Financial Services)

Location: Hybrid in New York City or San Francisco, with in-person work in local offices and client sites; local or out-of-state travel may be required. hirify.global is not registered to hire or employ personnel in West Virginia or Alaska.

Salary: $178,000–$302,000 annual base salary; 16% bonus target; estimated total cash range of $206,480–$350,320.

Company

Global technology consulting firm providing Salesforce solutions, technology risk management, analytics, automation, and client advisory services.

What you will do

• Lead end-to-end technical design and delivery of Salesforce Service solutions, from discovery and architecture through build, testing, deployment, stabilization, and continuous improvement.
• Design Service Cloud capabilities including case management, Omni-Channel and routing, queues, entitlements, milestones, knowledge, service console, messaging, automation, reporting, dashboards, and supervisor functionality.
• Design and oversee Salesforce-integrated telephony and contact-center capabilities, including CTI, voice integrations, softphones, IVR handoffs, screen pops, activity capture, call disposition, recordings, transcripts, and agent workflows.
• Coordinate with telephony vendors, infrastructure, security, product, business analysis, QA, and release teams to manage dependencies and complete delivery plans.
• Lead technical reviews, task planning, estimation, mentoring, code reviews, quality gates, incident triage, root-cause analysis, and transition to operations.
• Strengthen client relationships, identify new project opportunities, contribute to proposals and thought leadership, and mentor teams and future leaders.

Requirements

• End-to-end ownership of technical design for Salesforce Service solutions, including architecture, build, testing, deployment, stabilization, and ongoing improvement.
• Experience designing Service Cloud solutions across case management, Omni-Channel, routing, queues, entitlements, milestones, knowledge, email-to-case, web-to-case, service console, messaging, automation, reports, dashboards, and supervisor capabilities.
• Hands-on experience delivering or supporting Salesforce-integrated telephony, CTI, voice, contact-center, or Call Center as a Service solutions. Experience with Salesforce Voice, Amazon Connect, Genesys, Five9, NICE, or comparable platforms is valuable.
• Strong hands-on Salesforce configuration and development knowledge, including Flow, security and sharing, data modeling, Apex, Lightning Web Components, SOQL, REST or SOAP APIs, event-driven integration, and platform limits.
• Financial-services domain knowledge applied to customer and household context, secure data handling, auditability, consent and privacy, service workflows, complaints or escalations, and operational controls.
• Technical leadership experience with administrators, developers, integration engineers, and support resources, including reviews, planning, estimation, mentoring, code reviews, and quality gates.
• Experience establishing platform standards for security, access, data architecture, integrations, automation, error handling, logging, monitoring, deployment, performance, and maintainability.
• Experience coordinating requirements, user stories, acceptance criteria, test scenarios, nonfunctional requirements, deployment plans, rollback plans, release planning, CI/CD, source control, environment strategy, data migration, and production validation.
• Business-development experience, including cultivating professional relationships, working with senior executives, identifying new work, and communicating issues, risks, and challenges to clients.
• Leadership and direct supervisory experience, including performance appraisals, mentoring, coaching, work oversight, cross-team coordination, and team motivation.
• Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related discipline.
• 9+ years of experience in professional services or industry and 5+ years as a Technical Lead, Solution Architect, or comparable technical owner.
• Proficiency with Microsoft Office, especially Word, Excel, and PowerPoint; secondary emphasis on Visio and Access.

Nice to have

• Professional certification such as Service Cloud Consultant, Platform Developer I or II, Application Architect, System Architect, Integration Architect, Data Architect, Sharing and Visibility Architect, or B2C Solution Architect.

Culture & Benefits

• Hybrid work model combining remote work with in-person work based on client, project, team, and business requirements.
• Collaborative and inclusive culture emphasizing integrity, inclusion, innovation, learning, and commitment to success.
• Medical, dental, and vision coverage, FSA and HSA accounts, life and accident insurance, disability coverage, and adoption and fertility assistance.
• Paid parental leave of up to 10 weeks, up to 20 days of Choice Time Off for new hires, and up to 11 paid holidays annually.
• 401(k) plan with an employer match of 50% on the first 6% of employee contributions.
• Background check required as a condition of employment.

Hiring process

• Employment offers are contingent upon successful completion of a background check.