Responsibilities:

• Provide direction and inspiration to the Salesforce and APIM teams so they can work with the business to discover new features, create strong business cases, rank projects, and create strategies that will optimize the company's return on investment.
• Oversee several teams that handle every facet of application development and delivery for various business units and functions.
• Direct responsibility for the implementation of Salesforce Sales and Service Cloud CRM, call analytics, knowledge management, and agent workforce management, among other contact center technologies.
• Encourage the application development team to adopt a strong customer service mindset while promoting thought leadership and collaboration with the company.
• Work together with executives in the business to develop solid solution roadmaps that incorporate operations and architecture.
• Recognize new developments in technology, particularly in automation, DevOps, cloud computing, and SaaS solutions, and make sure your business is utilizing them to boost productivity, cut expenses, and create value as needed.
• Create, put into practice, and keep an eye on software development rules and procedures to guarantee data security, accuracy, and compliance with laws and regulations.
• Create a succession plan, hire, train, and retain top people in Salesforce and APIM development, particularly for critical roles.
• Establish an innovative and engaging culture while concentrating on enhancing the company's employer brand to establish company as an IT employer of choice.
• Lead by example in executing business outcomes using an internal workforce and both onshore and offshore outsourced services.
• Work together with QA and project management to define releases, negotiate, and oversee platform implementation to satisfy specifications and cut down on technical debt.
• Establish a good rapport with other IT leaders by focusing on maximizing the business's overall IT value rather than just the achievements of specific teams.
• Encourage an open and goal-oriented attitude within the team, questioning established ideas and establishing precise accountability and performance standards.

Requirements:

• 15+ years of expertise in sophisticated enterprise-class IT solution architecture, design, development, implementation, and support
• 7+ years of direct management experience in the adoption and improvement of Salesforce Sales and Service Cloud CRM, with an emphasis on improved agent effectiveness, knowledge management, and call handling times.
• 7+ years of expertise in engineering leadership, including lead and manager coaching and mentoring.
• It is highly desirable to have experience with DevOps, Omni-Channel, Amazon Connect, workforce management systems, secure call recording solutions, data and analytics, and Salesforce Service Cloud Voice.
• Salesforce experience including Service and Sales Clouds
• Experience with Salesforce technologies and tools, including Apex, Lightning Components, Flows, and SOQL, among others.
• Experience with APIM platforms, Swagger, RAML, and Open API standard REST API
• It is highly recommended to have experience with REST API and one or more of the top platforms for API management, such as Jitterbit Harmony, MuleSoft, Informatica, Boomi, MS APIM, etc.
• Thorough understanding of technical design, system architecture, and software development technologies.
• Practical experience in a range of technologies, including cloud architecture, SaaS, systems development, and infrastructure. Has to be able to lead the team and delve deeply into the job in order to guarantee that the necessary results are delivered.
• Capable of assembling highly effective application development teams and attracting, nurturing, and keeping talent.
• Capacity to instill in the team a culture of openness and purpose, dismantling outdated ideas and establishing precise performance standards and accountability.
• Capable of explaining complicated or technical topics in business language.