Note: The job is a remote job and is open to candidates in USA. Net2Source (N2S) is seeking a Salesforce Sales Cloud AMS Technical Lead to provide technical leadership for a global Salesforce support organization. The role leads production incident, defect, and service request resolution, advises clients and business stakeholders, coordinates global support teams, and drives Salesforce best practices. It also identifies opportunities to apply AI and automation technologies such as Agentforce, Einstein AI, Data Cloud, and Copilot to improve support operations.
Responsibilities
- Serve as the senior technical lead for Salesforce Sales Cloud AMS operations
- Act as the primary escalation point for complex technical issues impacting business users
- Lead technical troubleshooting, root cause analysis, and issue resolution activities
- Review solution designs and provide technical direction to development and support teams
- Ensure Salesforce solutions align with platform best practices and scalability requirements
- Drive technical quality across support, maintenance, and enhancement activities
- Own the end-to-end resolution of Incidents, Defects, and Request Items (RITMs)
- Analyze production issues and identify both immediate fixes and long-term solutions
- Prioritize work based on business impact and customer urgency
- Coordinate technical resources across global teams to ensure timely ticket resolution
- Provide detailed technical guidance during incident investigations and problem-solving sessions
- Reduce recurring incidents through proactive monitoring and continuous improvement initiatives
- Serve as a trusted technical advisor to client stakeholders and business users
- Regularly interact with client contacts to understand operational challenges and support needs
- Provide status updates on incidents, defects, enhancements, and service requests
- Communicate complex technical issues in a business-friendly manner
- Recommend practical Salesforce solutions that improve user adoption and business outcomes
- Facilitate discussions with client teams to identify process improvement and automation opportunities
- Build strong relationships with key business and IT stakeholders through responsive support and technical expertise
- Lead technical teams operating across USA, Europe, and India delivery centers
- Coordinate work efforts across multiple time zones using a follow-the-sun support model
- Mentor Salesforce developers, administrators, and support analysts
- Promote knowledge sharing and technical capability development across the global team
- Support resource planning and workload balancing to ensure effective service delivery
- Identify opportunities to leverage AI and automation to improve AMS operations
- Help implement and adopt Salesforce Agentforce, Einstein AI, Data Cloud, and Copilot-based capabilities where appropriate
- Evaluate opportunities for:
- Intelligent ticket triage
- Automated case categorization
- AI-assisted troubleshooting
- Knowledge article generation
- Predictive support analytics
- Automated health monitoring
- Self-service support solutions
- Drive continuous improvement initiatives focused on reducing support effort while improving user experience
Skills
- 8+ years of Salesforce experience with a strong focus on Sales Cloud
- 3+ years leading Salesforce AMS or Production Support teams
- Proven experience managing Incident, Defect, and Request Item portfolios
- Experience supporting global enterprise Salesforce implementations
- Strong client-facing experience with the ability to lead technical discussions and solution workshops
- Experience working within offshore, nearshore, and onsite delivery models
- Strong expertise in Salesforce Sales Cloud
- Strong expertise in Lightning Experience
- Strong expertise in Apex Development
- Strong expertise in Lightning Web Components (LWC)
- Strong expertise in Flows and Automation
- Strong expertise in Integration Architecture (REST/SOAP APIs)
- Strong expertise in Data Management & Security Model
- Strong expertise in Reports & Dashboards
- Strong expertise in DevOps and Release Management practices
- Strong expertise in ServiceNow and Jira integration processes
- Excellent verbal and written communication skills
- Ability to communicate effectively with both technical and non-technical audiences
- Comfortable leading client-facing status calls and issue resolution meetings
- Ability to influence decisions through technical expertise and solution recommendations
- Strong consultative problem-solving approach
- Salesforce Administrator
- Salesforce Sales Cloud Consultant
- Salesforce Platform Developer I
- Salesforce Platform Developer II
- Salesforce Application Architect (preferred)
- Experience with Salesforce Agentforce
- Experience with Salesforce Einstein AI
- Experience with Salesforce Data Cloud
- Experience with Generative AI solutions
- Experience with AI-assisted support operations
- Experience with intelligent knowledge management platforms
- Experience with agentic support models and automated ticket resolution concepts referenced in recent Salesforce AMS AI initiatives
Benefits
- Remote role
- Duration: 12+ months
Company Overview
Company H1B Sponsorship